Quality Assurance Lead – FAO & HRO

Job Summary:

We are seeking an experienced Quality Assurance Lead with strong expertise across Finance & Accounting Outsourcing (FAO) and Human Resource Outsourcing (HRO) operations. The ideal candidate will be responsible for driving quality frameworks, SLA/KPI governance, control mechanisms, root cause analysis, and implementing preventive assurance methodologies to ensure operational excellence.

Key Responsibilities:

• Lead end-to-end Quality Assurance function across FAO and HRO processes.
• Define, monitor, and improve SLAs, KPIs, and operational metrics.
• Establish and implement quality control frameworks and governance models.
• Conduct root cause analysis (RCA) for process deviations and performance gaps.
• Develop and implement preventive and corrective action plans (CAPA).
• Drive continuous improvement initiatives using Lean / Six Sigma methodologies.
• Ensure compliance with internal controls and audit requirements.
• Collaborate with Delivery, Transition, and Operations teams to enhance service quality.
• Prepare quality dashboards and performance reports for leadership review.
• Support client governance meetings and quality audits.

Required Skills & Expertise:

• 1215 years of experience in Quality / Process Excellence roles.
• Strong knowledge of FAO (R2R, O2C, P2P) and HRO processes.
• Experience in managing SLA/KPI governance frameworks.
• Hands-on expertise in Root Cause Analysis (RCA) and preventive methodologies.
• Strong understanding of internal controls and risk mitigation.
• Experience in managing large teams and client stakeholders.
• Excellent analytical and reporting skills.

Preferred Qualifications:

• Six Sigma Green Belt / Black Belt certification.
• Experience in BPO / Shared Services environment.
• Exposure to digital quality tools and automation in quality monitoring.

Soft Skills:

• Strong leadership and stakeholder management skills.
• Excellent communication and presentation abilities.
• Strategic mindset with a focus on continuous improvement.