Sr.Lead - GRC

The Senior Quality Analyst – Client Governance plays a critical role in managing end-to-end quality assurance for client engagements from an offshore location. This role is responsible for driving governance frameworks, ensuring SLA adherence, delivering high-quality reporting, and acting as a key liaison between offshore delivery teams and client stakeholders.

The ideal candidate brings strong experience in client-facing environments , offshore delivery models , and data-driven quality governance , with the ability to influence decisions and build client trust through insights and consistent quality performance.

Lead audit programs (process audits, compliance checks) for assigned accounts

Define and standardize audit frameworks aligned to client requirements

Ensure closure of audit findings with sustainable corrective actions

Conduct deep-dive QA reviews for critical client issues

Own and deliver weekly/monthly governance reports, scorecards, and dashboards

Provide actionable insights on trends, defect patterns, and performance gaps

Customize reporting to meet client-specific governance expectations

Drive storytelling through data for executive-level presentations

Define, track, and improve critical metrics such as:

SLA adherence / Service performance Defect Leakage & Defect Density Compliance Rate Turnaround Time (TAT) Customer Satisfaction (CSAT) / QA Scores

SLA adherence / Service performance

Defect Leakage & Defect Density

Compliance Rate

Turnaround Time (TAT)

Customer Satisfaction (CSAT) / QA Scores

Lead RCA discussions for critical defects and client escalations

Identify recurring issues and drive preventive action plans

Maintain risk logs and ensure visibility to leadership and clients

Collaborate with Delivery, Operations, Transition, and Client teams

Facilitate governance meetings (weekly, monthly, quarterly business reviews)

Influence stakeholders to adopt quality improvements and process standardization

Drive continuous improvement initiatives (Lean, Six Sigma, automation opportunities)

Recommend process optimization to improve efficiency and reduce defects

Support digital transformation initiatives (dashboard automation, QA tools, analytics)

Mentor junior QA analysts and auditors within the offshore team

Conduct calibration sessions to ensure scoring consistency

Build QA capability aligned to client expectations

Bachelor’s degree in Engineering, Computer Science, or related field

Six Sigma (Green Belt/Black Belt) or ISO Lead Auditor – Preferred

8+ years of experience in QA, auditing, or quality governance roles

Strong experience in client-facing / offshore delivery models

Exposure to multi-client or large account governance environments

Excellent client communication & presentation skills

Strong stakeholder management and influencing ability

Analytical thinking with strong attention to detail

Ability to manage ambiguity and work in a fast-paced global environment

Strong ownership and accountability mindset