Quality Assurance Lead

The ABSI QESH Lead is required to ensure risk-based governance, safety, quality, and compliance oversight across all ABSI operations:

Central oversight for OSH, Quality, and IMS compliance in ABSI

Support Process Engineer in internal audits, CAPA/CAR monitoring, and ISO readiness

Provide randomized compliance checks in site deployment.

Ensure continuous improvement and regulatory compliance across ABSI projects

Quality Monitoring & Evaluation

Conduct regular monitoring of calls, chats, or transactions to ensure adherence to SOPs and client requirements.

Develop and maintain scorecards, QA dashboards, and performance reports.

Process & Compliance Management

Maintain and improve QA guidelines, SOPs, and process documentation.

Ensure compliance with ISO standards, client SLAs, and regulatory requirements.

Team Leadership & Coaching

Mentor and provide feedback to QA Analysts and Agents.

Conduct calibration sessions to ensure consistency in evaluations.

Continuous Improvement & Corrective Action

Identify root causes of process deviations and implement CAPA plans.

Support operational and client teams in improving KPIs through actionable insights.

Stakeholder Engagement

Communicate findings, trends, and recommendations to Operations, Client Success, and Management.

Participate in management reviews, audits, and client calls as required.