Sr.Lead - GRC in Chennai, Tennessee at CBTS

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com.

OnX is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. OnX combines deep technical expertise with a full suite of flexible technology solutions—including Generative AI, Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, OnX delivers comprehensive technology solutions for its clients’ transformative business initiatives. For more information, please visit www.onx.com.

Job Title: Senior Quality Analyst – Client Governance & QA

Location: Chennai (Offshore)Department: Quality Assurance / Service DeliveryReports To: Service Delivery Manager

Job Summary

The Senior Quality Analyst – Client Governance plays a critical role in managing end-to-end quality assurance for client engagements from an offshore location. This role is responsible for driving governance frameworks, ensuring SLA adherence, delivering high-quality reporting, and acting as a key liaison between offshore delivery teams and client stakeholders.

The ideal candidate brings strong experience in client-facing environments, offshore delivery models, and data-driven quality governance, with the ability to influence decisions and build client trust through insights and consistent quality performance.

Key Responsibilities:

Conduct process audits, surveillance checks, and quality inspectionsDocument findings and escalate non-conformances to relevant stakeholdersSupport root cause analysis and corrective/preventive action trackingMonitor and report quality metrics (e.g., compliance rate, defect trends)Collaborate with cross-functional teams to ensure process adherenceMaintain audit records and contribute to QMS documentationAssist in training and awareness programs related to quality standards

Quality Assurance & Audit Leadership

Lead audit programs (process audits, compliance checks) for assigned accountsDefine and standardize audit frameworks aligned to client requirementsEnsure closure of audit findings with sustainable corrective actionsConduct deep-dive QA reviews for critical client issues

Data-Driven Reporting & Insights

Own and deliver weekly/monthly governance reports, scorecards, and dashboardsProvide actionable insights on trends, defect patterns, and performance gapsCustomize reporting to meet client-specific governance expectationsDrive storytelling through data for executive-level presentations

KPI / SLA Management

Define, track, and improve critical metrics such as:SLA adherence / Service performanceDefect Leakage & Defect DensityCompliance RateTurnaround Time (TAT)Customer Satisfaction (CSAT) / QA Scores

Escalation & Risk Management

Lead RCA discussions for critical defects and client escalationsIdentify recurring issues and drive preventive action plansMaintain risk logs and ensure visibility to leadership and clients

Stakeholder Management

Collaborate with Delivery, Operations, Transition, and Client teamsFacilitate governance meetings (weekly, monthly, quarterly business reviews)Influence stakeholders to adopt quality improvements and process standardization

Process Improvement & Transformation

Drive continuous improvement initiatives (Lean, Six Sigma, automation opportunities)Recommend process optimization to improve efficiency and reduce defectsSupport digital transformation initiatives (dashboard automation, QA tools, analytics)

Team Leadership & Mentoring

Mentor junior QA analysts and auditors within the offshore teamConduct calibration sessions to ensure scoring consistencyBuild QA capability aligned to client expectations

Qualifications & Skills

Education & Certifications

Bachelor’s degree in Engineering, Computer Science, or related fieldSix Sigma (Green Belt/Black Belt) or ISO Lead Auditor – Preferred

Experience

8+ years of experience in QA, auditing, or quality governance rolesStrong experience in client-facing / offshore delivery modelsExposure to multi-client or large account governance environments

Technical & Functional Skills

Proficiency in Power BI / Tableau / Advanced ExcelExperience with tools like Jira, ServiceNow, QA platformsFamiliarity with ITIL, ISO, or industry compliance standards

Core Competencies

Excellent client communication & presentation skillsStrong stakeholder management and influencing abilityAnalytical thinking with strong attention to detailAbility to manage ambiguity and work in a fast-paced global environmentStrong ownership and accountability mindset