Sr.Lead - GRC

Location: Chennai, India

Department: Synchrony Program-990200

Job Title: Senior Quality Analyst – Client Governance & QA

Location: Chennai (Offshore)
Department: Quality Assurance / Service Delivery
Reports To: Service Delivery Manager

Job Summary

The Senior Quality Analyst – Client Governance plays a critical role in managing end-to-end quality assurance for client engagements from an offshore location. This role is responsible for driving governance frameworks, ensuring SLA adherence, delivering high-quality reporting, and acting as a key liaison between offshore delivery teams and client stakeholders.

The ideal candidate brings strong experience in client-facing environments, offshore delivery models, and data-driven quality governance, with the ability to influence decisions and build client trust through insights and consistent quality performance.

Key Responsibilities:

• Conduct process audits, surveillance checks, and quality inspections
• Document findings and escalate non-conformances to relevant stakeholders
• Support root cause analysis and corrective/preventive action tracking
• Monitor and report quality metrics (e.g., compliance rate, defect trends)
• Collaborate with cross-functional teams to ensure process adherence
• Maintain audit records and contribute to QMS documentation
• Assist in training and awareness programs related to quality standards

Quality Assurance & Audit Leadership

• Lead audit programs (process audits, compliance checks) for assigned accounts
• Define and standardize audit frameworks aligned to client requirements
• Ensure closure of audit findings with sustainable corrective actions
• Conduct deep-dive QA reviews for critical client issues

Data-Driven Reporting & Insights

• Own and deliver weekly/monthly governance reports, scorecards, and dashboards
• Provide actionable insights on trends, defect patterns, and performance gaps
• Customize reporting to meet client-specific governance expectations
• Drive storytelling through data for executive-level presentations

KPI / SLA Management

• Define, track, and improve critical metrics such as:
• • SLA adherence / Service performance
  • Defect Leakage & Defect Density
  • Compliance Rate
  • Turnaround Time (TAT)
  • Customer Satisfaction (CSAT) / QA Scores

Escalation & Risk Management

• Lead RCA discussions for critical defects and client escalations
• Identify recurring issues and drive preventive action plans
• Maintain risk logs and ensure visibility to leadership and clients

Stakeholder Management

• Collaborate with Delivery, Operations, Transition, and Client teams
• Facilitate governance meetings (weekly, monthly, quarterly business reviews)
• Influence stakeholders to adopt quality improvements and process standardization

Process Improvement & Transformation

• Drive continuous improvement initiatives (Lean, Six Sigma, automation opportunities)
• Recommend process optimization to improve efficiency and reduce defects
• Support digital transformation initiatives (dashboard automation, QA tools, analytics)

Team Leadership & Mentoring

• Mentor junior QA analysts and auditors within the offshore team
• Conduct calibration sessions to ensure scoring consistency
• Build QA capability aligned to client expectations

Qualifications & Skills

Education & Certifications

• Bachelor’s degree in Engineering, Computer Science, or related field
• Six Sigma (Green Belt/Black Belt) or ISO Lead Auditor – Preferred

Experience

• 8+ years of experience in QA, auditing, or quality governance roles
• Strong experience in client-facing / offshore delivery models
• Exposure to multi-client or large account governance environments

Technical & Functional Skills

• Proficiency in Power BI / Tableau / Advanced Excel
• Experience with tools like Jira, , QA platforms
• Familiarity with ITIL, ISO, or industry compliance standards

Core Competencies

• Excellent client communication & presentation skills
• Strong stakeholder management and influencing ability
• Analytical thinking with strong attention to detail
• Ability to manage ambiguity and work in a fast-paced global environment
• Strong ownership and accountability mindset

About the Company

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com.

OnX is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. OnX combines deep technical expertise with a full suite of flexible technology solutions—including Generative AI, Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, OnX delivers comprehensive technology solutions for its clients’ transformative business initiatives. For more information, please visit www.onx.com.