Quality Assurance Subject Matter Expert
On-siteHyderabad, Telangana, India
Job Summary
Serve as a go-to QA resource for teammates navigating complex audit scenarios, scoring questions, workflows, and policy interpretations. Help drive audit accuracy by sharing QA knowledge, insights, and best practices that keep the customer experience at the center. Support calibration sessions to identify alignment opportunities and reinforce scoring standards for fair, consistent evaluations. Partner with QA leadership, Operations, and Training to identify knowledge gaps, process inconsistencies, and opportunities to improve quality outcomes. Assist with audit reviews, deep-dives, and root-cause analysis to surface customer contact trends and recurring defects. Support the escalation process for quality-related or customer-impacting issues, ensuring the appropriate resolution path is followed and documented. Contribute to updates for knowledge articles, SOPs, QA guidelines, and training materials based on audit trends and teammate needs. Maintain strong knowledge of top customer contact drivers, resolution expectations, tools, and QA standards across supported lines of business.
Required Qualifications
- Strong performance metrics over the past 3 months
- Excellent tool proficiency, workflow knowledge, and understanding of QA standards within Customer Experience
- Strong attention to detail and ability to evaluate quality scenarios with accuracy, fairness, empathy, and consistency
- Comfort supporting teammates through complex audit questions, scoring scenarios, customer-impacting workflows, and process clarifications
- Proactive, analytical, and collaborative mindset
- Ability to identify trends, connect insights to root causes, and recommend practical improvements that strengthen customer outcomes
- Clear and professional communication, both verbally and in writing
- Effective time management and ability to support multiple priorities while maintaining quality and accuracy
- Understanding of the importance of empathy, resolution quality, and policy adherence in delivering a strong customer experience
- No disciplinary actions or unjustified absences in the past 6 months
- "Meets Expectations" or higher rating in most recent performance cycle
- Ownership, professionalism, and commitment to being 1% better every day
- "One Team, One Fight" mentality and ability to create a supportive, solutions-oriented, Customer-First QA culture
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