Quality Audit Lead

Risebird; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Risebird is hiring a Marketplace Service Quality & Vendor Audit Lead to own interviewer quality audits, vendor compliance, product and service quality, and marketplace service delivery. The role leads 510 QC Auditors/Executives and is accountable for audit accuracy, team productivity, SLA compliance, and timely delivery.

You will manage a team of QC professionals, drive RCA and CAPA, track dashboards, collaborate with Product, Technology, and Operations, and ensure high standards of service

Qualifications

• 4–8 years in BPO/KPO Quality or related fields.
• Experience leading 5–10 team members and ensuring delivery.
• Strong knowledge of quality audits, SLA management, RCA and CAPA.
• Proficient in Excel, MIS reporting and dashboards.

Responsibilities

• Interviewer Quality Audits: Lead Interview Report, Trial Interview, IRF, and interviewer performance audits.
• Three-Layer QC: Monitor Report QC, Skill Channel QC, and Overall Interviewer Profile QC.
• Vendor Compliance: Audit Video KYC, video-on policy, employment status, acknowledgements, and selection/rejection patterns.
• Service Quality: Track no-shows, late joins, report quality, client complaints, and delivery failures.
• Risk Management: Investigate red markers and P0 to P5 incidents; implement corrective actions.
• Product Quality: Identify platform-related service issues and coordinate with Product, Technology, and Operations.
• Team Leadership: Manage 5 - 10 QC team members, assign targets, monitor performance, coach underperformers, and ensure delivery.
• Quality Improvement: Drive RCA, CAPA, calibration, and vendor performance improvement.
• Reporting: Maintain audit dashboards, scorecards, SLA reports, and management MIS.

Skills

Quality audits

SLA management

RCA

CAPA

Stakeholder management

Education

Bachelor's degree or equivalent

Tools

Excel

MIS reporting

Quality dashboards

Job description

Job Title

Vendor Service Quality Audit Lead

Location

Noida, Sector 62

Experience

4 - 8 Years

Job Type

Full-Time

Job Description

Risebird is hiring a Marketplace Service Quality & Vendor Audit Lead to own interviewer quality audits, vendor compliance, product and service quality, and marketplace service delivery. The role leads 510 QC Auditors/Executives and is accountable for audit accuracy, team productivity, SLA compliance, and timely delivery.

Key Responsibilities

• Interviewer Quality Audits: Lead Interview Report, Trial Interview, IRF, and interviewer performance audits.
• Three-Layer QC: Monitor Report QC, Skill Channel QC, and Overall Interviewer Profile QC.
• Vendor Compliance: Audit Video KYC, video-on policy, employment status, acknowledgements, and selection/rejection patterns.
• Service Quality: Track no-shows, late joins, report quality, client complaints, and delivery failures.
• Risk Management: Investigate red markers and P0 to P5 incidents; implement corrective actions.
• Product Quality: Identify platform-related service issues and coordinate with Product, Technology, and Operations.
• Team Leadership: Manage 5 - 10 QC team members, assign targets, monitor performance, coach underperformers, and ensure delivery.
• Quality Improvement: Drive RCA, CAPA, calibration, and vendor performance improvement.
• Reporting: Maintain audit dashboards, scorecards, SLA reports, and management MIS.

Required Skills & Experience

• 4 - 8 years in BPO/KPO Quality, Marketplace Quality, Vendor Audits, or Service Quality Operations.
• Mandatory experience managing 5 - 10 team members with direct accountability for their performance and delivery.
• Strong knowledge of quality audits, SLA management, RCA, CAPA, compliance, and performance monitoring.
• Proficiency in Excel, MIS reporting, quality dashboards, and stakeholder management.

Key Performance Expectations

• Meet daily audit targets with high audit accuracy and timely escalation closure.
• Reduce recurring interviewer quality failures, customer complaints, and service issues.
• Own team performance, compliance, productivity, and service delivery outcomes.

Important

Hands-on leadership role. Candidates without quality audit and team management experience will not be preferred.