Quality Team Leader (BPO)

Job Description Quality Team Leader-

Key Responsibilities-

1-Quality Monitoring & Auditing - Conduct regular quality checks of customer interactions within the Team.

2-Audit team performance against predefined quality metrics and compliance standards.

3-Lead and mentor a team of Quality Analysts .

4-Analyze performance trends, root causes of quality issues, and areas for improvement.

5-Prepare and present quality-related reports to stakeholders, highlighting insights and action plans.

6-Collaborate with operations to align quality goals with overall business objectives.

7-Participate in process reviews, calibrations, and client calls to address quality concerns.

Key Skills & Competencies:

1-Strong analytical and problem-solving skills.

2-Good communication and interpersonal skills.

3-Attention to detail and commitment to maintaining high-quality standards.

4-Ability to motivate and coach a team to meet performance goals.

5-Data-driven decision-making and report presentation skills ( Good At Excel).

Qualifications:

1- Bachelor’s degree or equivalent experience in Quality Domain.

2- 3+ years of experience in quality assurance, preferably in a BPO environment.

3- Familiarity with Six Sigma or other quality management frameworks (7QC Tools).

Work Conditions:

1-Flexibility to work shifts as required by business operations.

2-Rotational1 WO.

Regards,

Sowmya