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As a Quality Assurance Specialist III at Paychex India, you will serve as a senior expert in quality operations, driving continuous improvement across service lines and teams. You will lead critical quality initiatives, advanced analytics, cross-functional projects, and act as a subject matter resource for complex escalations. Your role is essential in mentoring team members, shaping quality standards, and partnering with operations to deliver industry-leading client experiences and process excellence.

• Lead audits and quality assessments across multiple service domains, ensuring adherence to rigorous process and compliance standards.
• Oversee the analysis, and interpretation of quality metrics; deliver actionable insights and recommendations.
• Champion process redesign or automation efforts that address systemic issues and optimize overall client service, collaborating with process and technology teams.
• Resolve high-impact or complex quality issues escalated by peers or operations, providing expert guidance and root cause solutions.
• Serve as a senior mentor, guiding and developing Quality Assurance Specialists I & II through coaching, upskilling, and sharing best practices.
• Design, facilitate, and continuously improve calibration and alignment programs across quality teams to ensure consistency and fairness.
• Lead or contribute to large-scale quality improvement projects, initiatives, and pilots in partnership with business leaders.
• Oversee updates and maintenance of SOPs, audit guidelines, and documentation to meet evolving business/regulatory needs.
• Actively monitor for compliance, risk, and regulatory requirements; escalate findings, consult on mitigation, and support audit readiness.
• Model and promote Paychex’s values; inspire others to embody these principles.

• Bachelor's Degree - Required.
• 3+ years’ experience in operations, quality, process audits, or similar roles. (preferably in BPO/KPO or U.S. payroll/HR services).
• Demonstrated leadership in cross-functional teams and large-scale initiatives.
• Advanced expertise in QA tools, analytics, reporting, and documentation platforms.
• Proven ability to coach, mentor, and build team capability.
• Strong project management, organizational, and business unit communication skills.
• Experience in process automation
• Deep understanding of U.S. payroll, HR, or benefits is a plus.
• Strong knowledge of Root Cause Analysis (RCA) techniques such as 5 Whys, Fishbone, Pareto, and data-based RCA.
• Experience providing structured coaching and feedback based on audit findings.
• Experience in quality frameworks, including COPC, ISO 9001, internal QA scorecards, and process audit frameworks.
• Strong analytical and problem-solving skills with ability to interpret data and identify trends.
• High attention to detail and accuracy in scoring, documentation, and reporting.
• Proficiency in Microsoft Excel, reporting tools, and QA/audit platforms.
• Strong communication skills—written and verbal—with ability to deliver clear and actionable insights.
• Good understanding of payroll, HR, benefits & insurance operations, and compliance standards.

Act with uncompromising integrity.

Provide outstanding service and build trusted relationships.

Drive innovation in our products and services and continually improve our processes.

Work in partnership and support each other.

Be personally accountable and deliver on commitments.

Treat each other with respect and dignity.

At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.


Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.