Quality Assurance Manager

Your Role As a Quality Assurance Manager you will be responsible for ensuring complete compliance and accuracy in the execution of client recruitment processes. You will be required to develop a deep understanding of end-to-end recruitment workflows, quality assurance protocols, and process controls. You will conduct periodic audits to evaluate process adherence, identify deviations or errors, and collaborate with process trainers and operations teams to implement corrective actions. The primary goal of this role is to achieve a zero-defect ratio delivery environment, safeguard compliance, and continuously enhance the quality and efficiency of the recruitment process.

Your Responsibilities, Impact & Contribution

• Implement and maintain quality assurance protocols and standards within the assigned regions delivery center.

• Monitor compliance with client-defined quality standards and conduct regular process and compliance audits.

• Perform periodic process audits across all recruitment stages — from candidate sourcing and screening to offer release and onboarding.

• Review recruiter activities, such as offer rollouts and documentation, to ensure process accuracy and compliance.

• Identify process deviations, errors, or compliance gaps and raise observations with relevant stakeholders.

• Collaborate with process trainers to ensure corrective actions are implemented and retraining is conducted for individuals or teams where required.

• Track and report defect ratios, ensuring that recurring issues are analyzed and permanently resolved.

• Maintain an actionable audit log highlighting non-compliances, root causes, and corrective/preventive actions (CAPA)

• Ensure adherence to internal controls, company policies, and external compliance standards as per Recruitment Business Delivery (RBD) framework.

• Responsible for client interaction, presenting performance reports, addressing concerns, and ensuring clear, data-driven communication.

• Provide detailed audit reports, analysis, and recommendations to management for process enhancement.

• Partner cross-functionally with Operations, Process Training, and Quality teams to drive continuous process improvement.

• Monitor the effectiveness of corrective measures post-audit and verify that improvements are sustained over time.

• Maintain confidentiality and integrity of all clients and process-related data during audits.