Responsible for driving Quality MIS and Business Intelligence through robust reporting, dashboards, and data-driven insights, while supporting quality governance and compliance. The role enables performance visibility, trend analysis, and continuous improvement across processes by partnering closely with Operations and Quality teams.
- Own and manage Quality MIS, dashboards, and reporting frameworks across processes to ensure data-driven decision-making
- Deliver timely and accurate reporting on SLA, quality performance, and internal ratings, ensuring data integrity and consistency
- Develop and maintain automated reports and dashboards for leadership visibility
- Perform trend analysis and generate actionable insights to support quality improvements and business performance
- Ensure standardization of metrics, definitions, and reporting templates across processes
- Drive data governance and validation controls across all quality reporting systems
- Support quality frameworks and governance, including audit coverage, feedback tracking, and compliance monitoring
- Partner with Operations to track QC deliverables (monitoring, feedback, reporting) and highlight performance gaps
- Facilitate calibration support and data-backed insights for Gage R&R / scoring alignment exercises
- Enable continuous improvement initiatives by working with Ops, GB/BB teams and identifying opportunities through data insights
- Assist in audit readiness and closure tracking by providing data support for internal and external compliance requirements
- Contribute to training and capability building by supporting QCAs/QAs with reporting tools, dashboards, and data interpretation
- Support automation and digitization initiatives in quality reporting and audit processes
Good Communication Skills
Technical: Excellent MS Office (Word, EXCEL, PPT, Power BI)
Education: Bachelors
