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QA Lead (BPO/KPO)
Colombo, Sri Lankaoffice
Full-time
Experienced Level
Posted: Sep 19, 2025
Expires: Oct 8, 2025
4 Opening
Expired
Required Skills & Technologies
Quality AssuranceTeam LeadershipBPO/KPOProcess ImprovementPerformance MonitoringReportingOrder ManagementContract LifecycleComplianceSix SigmaData AnalysisChange Management
Job Description
We are seeking an experienced QA Lead to oversee quality assurance operations in a BPO/KPO environment. This role focuses on team leadership, process improvement, and ensuring consistent quality standards across operations.
Key Responsibilities
•Team Leadership & Management: Lead and mentor the QA team, manage performance, and ensure optimal resource utilization.
•Quality Operations & Process Management: Oversee deal case reviews, implement sampling strategies, conduct calibration sessions, and handle escalations.
•Performance Monitoring & Reporting: Track QA metrics such as Accuracy Percentage, First Pass Yield (FPY), and leakage rates; prepare reports and dashboards; analyze data to identify improvement opportunities.
•Process Improvement & Strategic Initiatives: Lead continuous improvement projects, develop and implement quality best practices, support transitions, and drive operational efficiency.
Required Qualifications
•Bachelor's or Master's degree in Business, Operations, or related field.
•5–7 years of experience in Quality Assurance, including 2–3 years in a leadership role.
•Strong knowledge of order management, contract lifecycle, and compliance in BPO/KPO operations.
•Proven leadership, mentoring, and team development skills.
•Strong analytical and problem-solving capabilities with attention to detail.
•Proficiency in QA methodologies, data analysis (Excel, dashboards), and process improvement frameworks.
Preferred Qualifications
•Six Sigma certifications (Yellow/Green/Black Belt) or ASQ certifications (CQA, CQM, CQE).
•Experience in process improvement initiatives, change management, and training programs.
•Deep understanding of BPO/KPO operations and contract management.
What We Offer
•Opportunities for leadership growth and advancement into senior management roles.
•Support for professional certifications and continuous skill development.
•Exposure to advanced BPO/KPO processes and cross-functional collaboration.
•Chance to drive quality innovation and process improvement initiatives.
We thank all applicants for their interest in this opportunity. Please note that only candidates who meet the requirements and are shortlisted will be contacted for the next stage of the recruitment process.
Position Closed
This position is no longer accepting applications.
While this specific role has closed, we're always looking for talented individuals to join our team.
For future opportunities, you can still: