Senior Quality Assurance Specialist

About the role

A Senior Quality Assurance Specialist is sought for the Audit & Client Assurance team. The role covers quality assurance reviews, compliance with service-level agreements (SLAs) and quality standards across operations, and acts as the first escalation point for QA Specialists, performing spot checks and coaching the team.

Key responsibilities

• Conduct quality assurance reviews on assigned cases, ensuring accurate accept/reject decisions and proper documentation.
• Ensure all assigned cases are completed within established SLA timelines.
• Serve as the first point of escalation for complex QA cases and operational issues.
• Provide guidance and recommendations to QA Specialists on quality matters.
• Perform daily spot checks on QA Specialist outputs to verify accuracy, compliance and adherence to quality standards.
• Identify recurring quality concerns and recommend corrective actions and coaching opportunities.
• Prepare and submit daily progress reports covering workload, escalations, quality findings and team performance.
• Collaborate with managers and cross-functional teams to improve processes, support monthly quality audits and continuous improvement initiatives.

Required profile

• Bachelor's degree in Business Administration, Quality Management or a related field.
• 3-5+ years of experience in Quality Assurance, Audit, Operations Quality or a similar role.
• Experience handling escalations and guiding team members.
• Ability to review large volumes of work accurately and manage multiple priorities with deadlines met.
• Experience in quality control, operational audits or compliance-focused environments is highly preferred.

Required skills

• Strong analytical and problem-solving skills with exceptional attention to detail.
• Excellent communication and reporting skills.
• Proficiency in Microsoft Office, particularly Excel and reporting tools.