Every year, we help hundreds of thousands of people find rewarding jobs in the ever-changing world of work.
We understand the importance of a job in peoples lifes and we want to help them find work that feels good. And we’ll help them continue to grow as their needs and ambitions change.
At Randstad, our value comes from our people and that is why we put them first. We are proud of our learning culture and career architecture framework that encourages ours team to develop both personally and professionally.
We believe that talent grows when presented with opportunity and this is why we encourage our people to think beyond their role. We have created a culture that enables talent to flourish, encouraging entrepreneurship, fostering team spirit, and continually building mutual trust.
Location: Hyderabad
Department: Audit/ Quality
Reports To: Quality Team Lead
Key Responsibilities
- Quality Monitoring: Conduct regular audits of agent interactions and workflows to ensure compliance with internal standards and client requirements.
- Feedback & Coaching: Facilitate "give-back" sessions with operations agents, providing constructive, empathetic, and actionable feedback to improve individual and team performance.
- Process Documentation: Design and maintain detailed process flows and Standard Operating Procedures (SOPs) to ensure operational consistency.
- Performance Analysis: Identify trends and patterns in quality data, escalating critical issues to leadership with suggested remediation plans.
- Root Cause Analysis (RCA): Lead deep-dive investigations into quality misses or "outlier" performances to identify underlying issues and prevent recurrence.
- Reporting: Prepare daily/weekly quality dashboards and present findings during team huddles or stakeholder meetings.
Required Qualifications & Skills
- Bacherlo’s Degree Completion
- Experience: 3–4 years of professional experience predominantly within a Quality Assurance or Quality Control function.
- Communication: Mandatory high fluency in English (both written and verbal). You must be able to articulate complex feedback clearly and professionally.
- Analytical Mindset: Proven ability to interpret data and translate it into operational improvements.
- Technical Proficiency: Skilled in using Excel / Google Sheets and Flowchart for process mapping
Preferred (Good-to-Have) Qualifications
- Six Sigma Certification: Yellow or Green Belt certification is highly desirable.
- Strategic Thinking: Experience in creating and implementing quality frameworks from scratch.
- Operational Insight: Prior experience working closely with Operations or Frontline teams to bridge the gap between "Quality" and "Efficiency."
Is this the job for you? We would love to hear from you! Please apply directly to the role and we will get in touch with you.
