Sr.Lead - GRC

CBTS

Chennai District

On-site

INR 1,000,000 - 1,500,000

Full time

14 days+

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Job summary

CBTS in Chennai is seeking a Senior Quality Analyst for client governance and quality assurance. This role is vital in managing quality assurance for client engagements from an offshore location, ensuring SLA adherence and delivering high-quality reporting.

Applicants should possess at least 8 years of experience in QA roles and a Bachelor's degree in a relevant field, along with skills in Power BI, Tableau, and strong analytical abilities.

The position offers opportunities for mentoring, collaboration with cross-functional teams, and driving continuous improvement initiatives.

Qualifications

8+ years of experience in QA, auditing, or quality governance roles.
Experience in client‑facing / offshore delivery models.
Exposure to multi-client or large account governance environments.

Responsibilities

Conduct process audits, surveillance checks, and quality inspections.
Document findings and elevate non-conformances to relevant stakeholders.
Support root-cause analysis and corrective/preventive action tracking.
Own and deliver weekly/monthly governance reports and dashboards.
Mentor junior QA analysts and auditors within the offshore team.

Skills

Client communication & presentation skills

Stakeholder management and influencing ability

Analytical thinking

Attention to detail

Ownership and accountability mindset

Education

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

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

Tools

Power BI

Tableau

Advanced Excel

Jira

ServiceNow

Job description

Senior Quality Analyst – Client Governance & QA

Location: Chennai (Offshore)

Department: Quality Assurance / Service Delivery

Reports To: Service Delivery Manager

About the Company

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions—including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients’ transformative business initiatives.

OnX is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. OnX combines deep technical expertise with a full suite of flexible technology solutions—including Generative AI, Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, OnX delivers comprehensive technology solutions for its clients’ transformative business initiatives.

Job Summary

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.

Key Responsibilities

Conduct process audits, surveillance checks, and quality inspections
Document findings and elevate non-conformances to relevant stakeholders
Support root‑cause analysis and corrective/preventive action tracking
Monitor and report quality metrics such as compliance rate and defect trends
Collaborate with cross‑functional teams to ensure process adherence
Maintain audit records and contribute to QMS documentation
Assist in training and awareness programs related to quality standards

Quality Assurance & Audit Leadership

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

Data-Driven Reporting & Insights

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

KPI / SLA Management

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

Escalation & Risk Management

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

Stakeholder Management

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

Process Improvement & Transformation

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)

Team Leadership & Mentoring