Lead, coach, and performance-manage Quality Auditors in India; set goals and development plans.
Own QA SOPs, sampling plans, and scoring rubrics; maintain version control and change logs.
Run weekly/monthly calibration (target ≤5% variance) across pods/shifts.
Conduct audits and spot checks for accuracy and policy adherence (Medallion + client).
Drive RCA/CAPA with Ops to reduce repeat errors and rework.
Training tie-in: Convert top defects into short micro-learning modules and job aids; schedule targeted refreshers for affected teams.
Build and maintain curriculum for India: new-hire onboarding, process refreshers, cross-training, and soft skills.
Design pre/post assessments, nesting criteria, and time-to-proficiency targets by process.
Run Train-the-Trainer; maintain an LMS/knowledge base with release notes and sign-offs.
Use QA data to prioritize training sprints; track impact on defect reduction.
Training tie-in: Publish a monthly Training Impact Report linking modules → metric movement (e.g., severity mix, repeat errors).
Define and publish dashboards: Accuracy, Severity Mix, Repeat Errors, Rework Rate, FPY; slice by team/process/shift.
Partner with Product/Analytics to embed guardrails/automation that prevent common defects.
Support client audits with defensible sampling, audit trails, and CAPA documentation.
Training tie-in: Add training analytics (attendance, assessment uplift, time-to-proficiency, post-training drift) to the QA dashboard.
Work closely with India Ops leaders for volumes/launches; align with U.S. QA/Training leads on standards.
Ensure compliance with SLAs and relevant frameworks (e.g., NCQA elements, HIPAA/SOC—coordination with Compliance).
Run Monthly Quality Review (MQR) for India with trend insights and actions; feed Training Roadmap.
Training tie-in: Coordinate cross-geo curriculum alignment with U.S. team; adapt for India processes and shift realities.