Quality Assurance Analyst (Non-IT)

Brickwork India Pvt Ltd.; Bengaluru; On-site; INR 600,000 - 1,100,000; Full time

Job summary

Brickwork India Pvt Ltd. is seeking a passionate Quality Assurance Analyst to drive service quality across non-IT service lines for global clients. The role focuses on SOP development, audits, RCA, corrective actions, and training programs to boost accuracy, productivity, and KPI attainment.

Night shift pickup/drop is available. The ideal candidate will have experience in BPO/KPO quality processes, strong data analysis skills, and proficiency in Excel and quality reporting tools.

Qualifications

• Experience in QA, process audits, and training within BPO, KPO, shared services, or offshore operations.
• Ability to design and deliver training and coaching to improve process knowledge and service quality.
• Strong analytical and stakeholder management skills and the ability to work with cross-functional teams.
• Familiarity with quality KPIs, SLA, TAT, accuracy, and productivity metrics.

Responsibilities

• Develop, review, and maintain SOPs, process guidelines, and quality checklists across non-IT service lines.
• Conduct regular process and transaction audits to ensure compliance with SOPs, client requirements, and quality standards.
• Identify performance gaps, recurring errors, and process inefficiencies through audits and data analysis.
• Conduct RCA and develop corrective and preventive action plans to address quality issues and prevent recurrence.
• Design and deliver employee training, refresher sessions, and targeted coaching to improve process knowledge and service quality.
• Develop and implement continuous improvement initiatives to enhance accuracy, productivity, TAT, and other client-specific KPIs.
• Evaluate training effectiveness and validate improvement through follow-up audits and employee performance assessments.
• Prepare quality reports, track KPI performance, monitor action plans, and report improvement progress to management.
• Collaborate with Operations Managers and Team Leads to drive accountability, process adherence, and a culture of continuous improvement.
• Ensure consistent service delivery standards and compliance across all non-IT functions supporting global clients.

Skills

Root Cause Analysis

SOP creation

Process audits

Training delivery

Data analysis

Stakeholder management

Lean Six Sigma

Quality KPIs

Documentation

SLA/TAT understanding

Tools

Quality reporting tools

MS Excel

Job description

We are looking for a passionate and result-oriented Quality Assurance Analyst to drive service quality across our non-IT service lines supporting global clients. The candidate will be responsible for developing SOPs, conducting regular audits, identifying performance gaps, performing Root Cause Analysis (RCA), implementing improvement plans, and delivering training programs to enhance employee competency and achieve service quality KPIs.

*Pickup/Drop Available for Night Shift

Job Description:

• Develop, review, and maintain SOPs, process guidelines, and quality checklists across non-IT service lines.
• Conduct regular process and transaction audits to ensure compliance with SOPs, client requirements, and quality standards.
• Identify performance gaps, recurring errors, and process inefficiencies through audits and data analysis.
• Conduct RCA and develop corrective and preventive action plans to address quality issues and prevent recurrence.
• Design and deliver employee training, refresher sessions, and targeted coaching to improve process knowledge and service quality.
• Develop and implement continuous improvement initiatives to enhance accuracy, productivity, TAT, and other client-specific KPIs.
• Evaluate training effectiveness and validate improvement through follow-up audits and employee performance assessments.
• Prepare quality reports, track KPI performance, monitor action plans, and report improvement progress to management.
• Collaborate with Operations Managers and Team Leads to drive accountability, process adherence, and a culture of continuous improvement.
• Ensure consistent service delivery standards and compliance across all non-IT functions supporting global clients.
• Experience in Quality Assurance, process audits, and training within BPO, KPO, shared services, or offshore operations.
• Strong expertise in SOP creation, RCA, gap analysis, and corrective action planning.
• Proven ability to conduct audits, deliver effective training, and drive measurable performance improvement.
• Good understanding of quality KPIs, SLA, TAT, accuracy, and productivity metrics.
• Strong analytical, communication, documentation, and stakeholder management skills.
• Proficiency in MS Excel and quality reporting tools.
• Lean Six Sigma or Quality Management certification is an added advantage.