Hiring For Team Leader & Quality Analyst

Role Overview

We are hiring a Team Leader with proven experience in managing teams within the BFSI Voice Process domain (Banking, Financial Services, and Insurance). The ideal candidate will be responsible for driving team performance, managing KPIs, and ensuring process excellence by implementing quality tools and customer satisfaction frameworks.

Key Responsibilities

• Supervise and lead a team of customer service agents handling BFSI voice processes
• Monitor team performance to achieve KPIs like AHT, NPS, CSAT, shrinkage, and attrition
• Conduct regular coaching, feedback sessions, and performance evaluations
• Implement and utilize 7 QC tools and BQM (Business Quality Management) for quality enhancement
• Drive continuous process improvements and ensure SLA adherence
• Prepare and share performance and compliance reports with senior management
• Motivate team members and manage conflict resolution when necessary

Required Experience & Qualifications

• Minimum 1 year of experience as a Team Leader in BFSI voice process
• Total experience: 4–9 years in BPO/customer service domain
• Strong understanding of metrics: Shrinkage, Attrition, AHT, NPS, CSAT
• Working knowledge of 7 QC Tools and BQM implementation
• Excellent communication and team management skills
• Graduation in any stream (preferred)