Quality Assurance - Team Leader

The Quality Team Leader is responsible for leading and managing the Quality Assurance team to ensure consistent adherence to organizational processes, service standards, compliance requirements, and customer experience expectations. The role focuses on driving quality excellence through monitoring, coaching, calibration, performance analytics, and continuous improvement initiatives to enhance operational efficiency and customer satisfaction.

Key Responsibilities:

Team Management & Leadership

• Lead, mentor, and develop a team of Quality Analysts.
• Set performance objectives and conduct regular performance reviews.
• Ensure effective workload distribution and resource planning.
• Drive a culture of accountability, quality, and continuous improvement.
• Conduct team meetings and knowledge-sharing sessions.

Quality Monitoring & Governance

• Ensure timely completion of quality evaluations as per defined targets.
• Monitor quality standards across customer interactions, processes, and transactions.
• Identify process deviations, compliance risks, and service gaps.
• Ensure adherence to internal policies, regulatory guidelines, and quality frameworks.

Coaching & Performance Improvement

• Analyze quality trends and identify improvement opportunities.
• Collaborate with Operations Team Leaders to drive corrective action plans.
• Facilitate coaching sessions for agents and stakeholders based on quality findings.
• Track effectiveness of feedback and coaching interventions.

Stakeholder Management

• Partner with Operations, Training, Process Excellence, Compliance, and Business teams.
• Present quality performance reports and insights to management.
• Conduct calibration sessions to ensure scoring consistency across teams.
• Support audits and management reviews.

Reporting & Analytics

• Prepare and publish daily, weekly, and monthly quality dashboards.
• Monitor KPIs such as:
• Quality Score
• Critical Error Rate
• Compliance Adherence
• Customer Experience Metrics
• Feedback Closure TAT
• Monitoring Productivity
• Identify trends and provide actionable recommendations.

Continuous Improvement

• Drive process improvement initiatives to enhance service quality.
• Participate in root cause analysis for recurring defects and customer complaints.
• Support implementation of new processes, products, and quality frameworks.
• Recommend automation and efficiency improvement opportunities.

Skills & Qualifications:
• Strong communication and analytical skills.
• Good attention to detail and a customer-first mindset.
• Proficiency with QA tools, CRM systems, and basic reporting.

• MS Office
• Bachelor's Degree in any discipline.
• 4-7 years of experience in Quality Assurance, Service Quality, Customer Service, or Contact Centre Operations.
• Minimum 1-2 years of experience in a Team Lead or supervisory role preferred.
• Experience in Banking, Financial Services, FinTech, or Customer Operations will be an advantage.
• Certification in Quality Management, Lean Six Sigma, COPC, or related fields preferred.