Quality Assurance & Process Improvement Lead

This role focuses on designing and maintaining a robust QA scorecard while leading call and digital-channel monitoring to ensure consistent evaluations. The position involves driving root-cause analysis on quality gaps and implementing corrective actions to improve service standards. Additionally, the role requires identifying inefficiencies in the service journey and partnering with cross-functional teams to optimize end-to-end processes. The incumbent will also own unified QA and PI dashboards to provide insight-driven recommendations for coaching and technology investments.