Senior

Job details
• Proposed designation
Senior • Role type
Individual Contributor • Reporting to
Manager • Geo to be supported
US • Work timings
11:30 AM to 08:00 PM
Roles & responsibilities

The QPR Program Administration & Operations Support Officer provides end-to-end administrative and operational support for the Quality Performance Review (QPR) program. This role is responsible for coordinating review activities, managing reviewer logistics, maintaining program documentation and dashboards, administering collaboration tools, and supporting the successful execution of multiple concurrent reviews

The successful candidate will have scope to regularly practice complex problem solving and have frequent exposure to a variety of senior stakeholders within client-facing teams; fostering and maintaining these relationships is key to success in the role. This will include:
• Ensure goals and objective are met on the following tasks: - Maintain and update QPR focus areas, review selections, and program documentation. - Coordinate reviewer assignments, conflict checks, and Independence participation requirements. - Create and administer Teams channels, questionnaires, answer sets, and review repositories. - Manage access requests to review platforms, document retention systems, and collaboration tools. - Schedule and coordinate kick-off meetings, training sessions, office hours, review check-ins, and closing meetings. - Distribute review selections, notifications, surveys, and reminder communications. - Monitor review progress, track completion milestones, and provide status updates to leadership. - Support escalation and resolution of operational issues involving reviewers or engagement teams. - Maintain program dashboards, trackers, reporting repositories, and review metrics. - Archive completed reviews, remove access permissions, and ensure compliance with record retention requirements. - Assist with continuous process improvement and automation initiatives. • Ensure timely and accurate delivery of QP processes in accordance with established SOPs, policies, quality standards, and SLA requirements. • Meet KPIs, utilization, productivity, and quality metrics, taking corrective actions where required to optimize performance. • Partner closely with onshore stakeholders and provide regular reporting, stakeholder updates, and operational insights. • Strive for continuous improvement initiatives through process improvement using AI, workflow optimization, automation opportunities, and best practice adoption. • Ensure quality standards are consistently achieved or exceeded, identifying trends and implementing sustainable remediation actions. • Apply strong risk awareness and professional judgment to identify, assess, and escalate potential risks and issues in a timely manner. • Act as a subject matter expert for risk-related queries, providing guidance and consultation to internal stakeholders. • Demonstrate accountability, collaboration, and continuous learning to prepare for changing demands, peak periods, and initiatives.
Educational qualifications
• Qualifications: Graduate or a post graduate degree from Tier 1/Tier 2 institute
Work experience
• Postgraduate with 6+ years of experience and for graduate with additional 3 years of experience.

Preferred functional skills
• Personal drive and positive work ethic to deliver results within tight deadlines and in demanding situations without compromising on quality, and ethical standards and values • Willing to work hard, enthusiastic, and self-motivated • Ability to follow instructions clearly and demonstrate attention to detail • Strong commitment, multi-tasking, and strong work ethics • Self-motivated to prepare high quality work first time • Receptive to constructive feedback • Individuals must be professional, excellent communication skills - verbal and written • Ability to thrive in a dynamic team environment

Educational qualifications
• Qualifications: Graduate or a post graduate degree from Tier 1/Tier 2 institute
Work experience
• Postgraduate with 6+ years of experience and for graduate with additional 3 years of experience.

Preferred functional skills
• Personal drive and positive work ethic to deliver results within tight deadlines and in demanding situations without compromising on quality, and ethical standards and values • Willing to work hard, enthusiastic, and self-motivated • Ability to follow instructions clearly and demonstrate attention to detail • Strong commitment, multi-tasking, and strong work ethics • Self-motivated to prepare high quality work first time • Receptive to constructive feedback • Individuals must be professional, excellent communication skills - verbal and written • Ability to thrive in a dynamic team environment