Quality Team Lead - Customer Support

Job Title: Quality Team Lead - Customer Support

Company: Wyzmindz Solutions Pvt Ltd
Location: Noida (Sector 63) and Bangalore(Konankunte Cross)
Compensation: Competitive Salary
Employment Type: Full-time

About Us

TransMon helps businesses simplify and improve customer operations to deliver measurable and meaningful customer experiences. Our SaaS platform is used across India, UAE, South Africa, the US, and other markets, with 100,000+ users managing quality, workflows, and CX in real time.

Role Overview

We are looking for an experienced and driven Quality Team Lead to lead quality operations, drive process excellence, and ensure consistent customer experience standards across support operations.

The ideal candidate should have strong experience in Quality Assurance within Customer Support/BPO operations, with the ability to manage quality teams, analyze performance trends, identify process gaps, and convert insights into measurable improvements.

Key Responsibilities

• Lead and manage a team of Quality Analysts, ensuring effective audit coverage, accuracy, and adherence to quality standards.
• Define,implement, and continuously improve quality frameworks, audit processes, and evaluation parameters.
• Monitor key quality metrics and identify trends, gaps, and areas of improvement across teams/processes.
• Conduct regular calibration sessions with Quality and Operations teams to ensure consistency in evaluations.
• Perform RCA (Root Cause Analysis) for recurring quality defects and drive corrective and preventive actions.
• Analyze audit data to identify top defect drivers, critical parameters, process gaps, and customer experience risks.
• Prepare and present quality dashboards, trend analysis, Pareto analysis, and management reports.
• Partner with Operations, Training, Product, and other stakeholders to close identified gaps and improve customer experience.
• Drive coaching and feedback mechanisms based on audit findings and performance trends.
• Track action plans and ensure timely closure of quality improvement initiatives.
• Identify opportunities for process improvement, automation, and standardization to improve quality and operational efficiency.
• Ensure adherence to defined SOPs, policies, compliance requirements, and customer experience standards.
• Conduct regular reviews of Quality Analyst performance, including audit accuracy, productivity, and adherence to timelines.
• Support new process/product launches by developing relevant quality parameters, audit checklists, and evaluation frameworks.
• Handle escalations related to quality, audit disputes, and evaluation inconsistencies.
• Build a culture of continuous improvement and data-driven quality management.

Key Skills & Competencies

• Strong knowledge of Quality Assurance and Customer Experience processes
• Excellent understanding of audit methodologies and quality frameworks
• Strong analytical and problem-solving skills
• Hands-on experience with RCA, Pareto analysis, trend analysis, and action planning
• Strong command of MS Excel / Google Sheets and quality dashboards
• Good presentation and stakeholder management skills
• Strong communication and interpersonal skills
• Ability to manage, mentor, and develop Quality Analysts
• Ability to work with large datasets and translate data into actionable insights
• Strong ownership, attention to detail, and decision-making ability

Preferred Experience

• 4-7 years of experience in Quality/Customer Experience/Process Excellence roles, preferably in Customer Support, BPO, or SaaS operations.
• Prior experience of leading a Quality team is preferred.
• Experience handling voice/chat/email or omnichannel support quality will be an advantage.
• Experience working with quality management tools, CRM platforms, or Quality/CX SaaS platforms will be an added advantage.

What You'll Be Responsible For

Quality Governance | Team Leadership | Audit Excellence | RCA & CAPA | Customer Experience | Process Improvement | Quality Analytics | Stakeholder Management