Manager, Quality Assurance

at Convera

Pune- WFO

As a Manager, Quality Assurance at Convera based in our Pune office, your role is focused on Operational QA, Controls, Risk Management, and Continuous Improvement. This role is responsible for evaluating operational controls, conducting Root Cause Analysis (RCA), monitoring KPIs/KRIs, ensuring adherence to policies and regulatory requirements, and identifying opportunities to enhance process efficiency and mitigate risk. Key areas of responsibility include KYC, customer onboarding, sanctions screening, payments, complaints handling, and overall regulatory compliance, with a strong emphasis on driving operational excellence and governance.

• Lead and manage the Quality Assurance function, ensuring consistent service quality, governance, compliance, and customer experience across operations.
• Drive end-to-end Root Cause Analysis (RCA), issue resolution, and preventive action planning to reduce recurring defects and operational risks.
• Define, monitor, and enhance Quality KPIs/KRAs, performance scorecards, and governance frameworks to improve operational effectiveness.
• Lead, coach, and develop a team of 5–8 QA Associates, ensuring high performance through regular calibrations, feedback, and capability development.
• Partner with Service Management and Operations teams to drive quality initiatives, improve service delivery, and achieve business objectives.
• Analyze quality, operational, and customer performance data using Excel, Power BI, or other visualization tools to generate actionable insights and executive dashboards.
• Monitor operational performance trends, identify risks, and recommend process improvements to enhance productivity, quality, and customer satisfaction.
• Collaborate with cross-functional stakeholders to implement quality improvement initiatives and ensure adherence to governance, compliance, and regulatory standards.
• Drive Continuous Process Excellence through quality audits, process reviews, automation opportunities, and best practice implementation.
• Present quality performance, risk assessments, and improvement plans to senior leadership, influencing business decisions through data-driven insights.
• Support operational risk management by identifying control gaps, strengthening governance, and ensuring effective quality controls.
• Foster a culture of continuous improvement, accountability, and customer-centric quality across the organization.

• 5–8 years of experience in Service Management, Quality Assurance, Operations Management, or Operational Excellence, preferably within the Financial Services industry.
• Strong expertise in Root Cause Analysis (RCA), QA Governance, KPI/KRA design, performance tracking, stakeholder management, risk control, and process excellence.
• Experience leading teams of 5–8 associates and driving quality transformation initiatives.
• Proficiency in Excel, Power BI, and data visualization/reporting tools.
• KYC/AML domain expertise is preferred.

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers, educational institutions, financial institutions, law firms, and NGOs.

Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment. As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.