Job Title

Typical Background: 7–10+ years in HR Service Delivery / HR PMO / Knowledge Management, leading content or QA teams; strong governance & stakeholder management.Role Purpose: Own delivery outcomes (quality, safety, TAT), enforce policy-true standards, and run governance with client POCs (Product & VMO). Lead calibration, reporting, and continuous improvement. Core Responsibilities: • Set quality goals (Correctness, Helpfulness, Safety) and run the calibration & sampling plan across Rating & Writing. • Approve policy-sensitive content; make final calls on escalations with HR SMEs. • Publish weekly WBR dashboards (Quality, Safety, TAT, productivity) and lead RCAs on misses with clear CAPA. • Manage capacity & load balancing across pods; maintain trained buffer per contract expectations. • Govern change control (rubrics, templates, gold sets), risk logs, and dependencies with client teams. • Lead cross-pod alignment on rubric interpretation and edge-case handling; ensure consistency in judgment. • Anchor policy fidelity in content workflows; ensure AI-generated outputs reflect HR SOPs and compliance standards. • Drive reviewer upskilling and readiness; build a bench of policy-literate QA talent. • Partner with client Product and VMO teams to phase in policy changes and close feedback loops with model trainers. • Maintain audit readiness through traceable decision logs, escalation records, and version controlled QA assets. Must-Have Experience: • Leadership in HR service operations with measurable quality outcomes. • Strong command of policy interpretation, content governance, and risk/safety controls in HR contexts. • Executive-ready communication; able to align Product and VMO stakeholders. • Experience driving structured QA programs, RCA/CAPA cycles, and stakeholder governance in high-volume environments. MINIMUM QUALIFICATIONS: ● Bachelor’s Degree, Human Resources or equivalent combination of education, training and or relevant work experience. ● 10-15 years in HR domain with experience reviewing HR content. ● Strong consulting skills with all levels of management and the ability to articulate concepts and organizational perspectives in a clear and concise manner. ● Ability to work independently, achieve deliverables within tight timeframes, and work effectively in a diverse, collaborative environment. ● Strong focus on quality of work and attention to detail. ● Excellent written, verbal and presentation communication skills. ● Exposure to core HR processes , Working knowledge of HR and CMS systems ● Familiarity with HR systems, case tools, and content platforms. ● Open to work in 24 * 7 shifts & on call rotation ● Strong fluency in English and analytical review skills. PREFERRED QUALIFICATIONS: ● Certification in HR Leadership, Quality Management, or Governance (e.g., SHRM-SCP, PMP, Six Sigma). ● Proven experience in managing large-scale QA programs and policy governance for global HR operations. ● Expertise in stakeholder engagement and change management for AI-driven HR workflows.