Manager, Quality Assurance

Manager, Quality Assurance (Shift Timings- 5:30PM IST) at Convera Pune- WFO As a Manager, Quality Assurance at Convera based in our Pune office, your role is focused on Operational QA, Controls, Risk Management, and Continuous Improvement. This role is responsible for evaluating operational controls, conducting Root Cause Analysis (RCA), monitoring KPIs/KRIs, ensuring adherence to policies and regulatory requirements, and identifying opportunities to enhance process efficiency and mitigate risk. Key areas of responsibility include KYC, customer onboarding, sanctions screening, payments, complaints handling, and overall regulatory compliance, with a strong emphasis on driving operational excellence and governance. You will be responsible for: Lead and manage the Quality Assurance function, ensuring consistent service quality, governance, compliance, and customer experience across operations. Drive end-to-end Root Cause Analysis (RCA), issue resolution, and preventive action planning to reduce recurring defects and operational risks. Define, monitor, and enhance Quality KPIs/KRAs, performance scorecards, and governance frameworks to improve operational effectiveness. Lead, coach, and develop a team of 5–8 QA Associates, ensuring high performance through regular calibrations, feedback, and capability development. Partner with Service Management and Operations teams to drive quality initiatives, improve service delivery, and achieve business objectives. Analyze quality, operational, and customer performance data using Excel, Power BI, or other visualization tools to generate actionable insights and executive dashboards. Monitor operational performance trends, identify risks, and recommend process improvements to enhance productivity, quality, and customer satisfaction. Collaborate with cross-functional stakeholders to implement quality improvement initiatives and ensure adherence to governance, compliance, and regulatory standards. Drive Continuous Process Excellence through quality audits, process reviews, automation opportunities, and best practice implementation. Present quality performance, risk assessments, and improvement plans to senior leadership, influencing business decisions through data-driven insights. Support operational risk management by identifying control gaps, strengthening governance, and ensuring effective quality controls. Foster a culture of continuous improvement, accountability, and customer-centric quality across the organization. You should apply if you have: 5–8 years of experience in Service Management, Quality Assurance, Operations Management, or Operational Excellence, preferably within the Financial Services industry. Strong expertise in Root Cause Analysis (RCA), QA Governance, KPI/KRA design, performance tracking, stakeholder management, risk control, and process excellence. Experience leading teams of 5–8 associates and driving quality transformation initiatives. Proficiency in Excel, Power BI, and data visualiza...