Campaign QA Lead – Compliance & Continuous Improvement

Ips BPO; Lahore; On-site; PKR 1,000,000 - 2,000,000; Full time

Job summary

The role includes monitoring error ratios, performing root cause analysis, preparing performance reports for leadership, and guiding a team of QA analysts and TLs. You will design SOPs, identify gaps, support client escalations with data, and drive a culture of continuous improvement through cross-functional collaboration.

Qualifications

• Oversee QA across campaigns in diverse sectors.
• Develop and standardize sector-specific QA scorecards.
• Ensure client and regulatory compliance and monitor error ratios.
• Perform root cause analysis and recommend corrective actions.
• Prepare QA performance reports for leadership.

Responsibilities

• Oversee QA across campaigns including healthcare, construction, and local projects.
• Develop and standardize QA scorecards for each sector.
• Ensure compliance with client requirements and regulatory standards, especially for healthcare projects.
• Monitor error ratios and identify recurring issues.
• Conduct root cause analysis and recommend corrective actions.
• Prepare weekly and monthly QA performance reports for leadership.
• Lead and manage QA team members including QA analysts and TLs.
• Conduct calibration sessions with operations to ensure consistent scoring.
• Design and update SOPs to align with campaign requirements.
• Identify process gaps and recommend improvements.
• Support client escalations with quality data and analysis.
• Coordinate with HR and management on disciplinary matters when required.
• Develop training recommendations based on audit findings.
• Ensure data confidentiality and compliance standards are maintained.
• Maintain dashboard visibility of quality KPIs across campaigns.
• Support onboarding of new campaigns with QA structure and monitoring framework.
• Drive continuous improvement culture across departments.

Skills

QA methodologies

audit frameworks

healthcare compliance

KPI tracking

root cause analysis

SOP development

data interpretation

leadership

communication

problem solving

multi-campaign management

Tools

Excel

Reporting tools

Job description

The role includes monitoring error ratios, performing root cause analysis, preparing performance reports for leadership, and guiding a team of QA analysts and TLs. You will design SOPs, identify gaps, support client escalations with data, and drive a culture of continuous improvement through cross-functional collaboration.