Quality Assurance Remediation Lead
Core
Design and lead the end-to-end Quality Assurance framework for customer remediation programs, providing independent oversight, risk-based assurance, and actionable insights to ensure regulatory compliance and operational performance.
Role type
Senior Quality Assurance Lead (Remediation & Compliance)
Builds
QA frameworks, scorecards, sampling methodologies, governance structures, and performance reporting systems
Domain
Telecommunications, Customer Remediation, Regulatory Compliance
Deliverable
dashboards & analysis
Required skills
Quality assurance program design, audit operations, operational risk management, complaint handling processes, regulatory compliance frameworks, stakeholder management, root cause analysis, performance reporting, Power BI, quality analytics, automated QA, speech analytics, continuous improvement methodologies
Preferred skills
Experience in regulated customer service environments, exposure to quality analytics tools, automated QA systems, speech analytics
Responsibilities
Design and implement QA frameworks including scorecards and sampling methodologies; Partner with Operations, Compliance, Legal, and Risk to align quality standards; Lead monthly QA operations delivering performance reporting and risk insights; Identify control weaknesses and improvement opportunities to maintain an audit-ready environment