Quality Team Lead
IntouchCX · Hyderabad · onsite · Posted 43d ago
Undisclosed3–6 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Quality Assurance Team Lead BPO
Experience: Minimum 2 year as a Team Leader in BPO
Work Schedule: 5 Days Working | 24/7 Rotational Shifts
Transport: Two-way cab facility
Role Overview
We are looking for a Quality Assurance Team Lead with at least 2 years of Team Leader experience in a BPO/Contact Center.
Operations Team Leaders can also be considered, provided they have a good understanding of QA metrics and quality processes.
Key Responsibilities
- Monitor and drive team quality and performance.
- Track and analyze QA metrics including Quality Score, CSAT, FCR, AHT, Compliance, and Critical Errors.
- Identify performance/quality gaps and conduct root-cause analysis.
- Provide coaching and feedback based on quality findings.
- Work with QA, Operations, and Training teams to improve process performance.
- Ensure adherence to SOPs, quality standards, and client requirements.
- Prepare and review quality/performance reports.
- Support calibration, audits, escalations, and process improvement initiatives.
Requirements
- Minimum 2 + year of TL experience in BPO is mandatory.
- Operations TLs are welcome to apply.
- Strong understanding of BPO QA metrics and quality parameters.
- Good communication, analytical, and people-management skills.
- Basic knowledge of MS Excel/reporting.
- Willingness to work in 24/7 rotational shifts.
- Immediate joiner only.
- 5 working days
- 24/7 rotational shifts
- Two-way cab facility
- Growth opportunities in Quality & Operations
Sourced from naukri
Skills
Quality Team LeaderQuality MonitoringQA team leaderTeam LeaderattritionshrinkageOperations Team Leaderexcelbpo team leaderQA MetricsQuality Audit
About IntouchCX
IntouchCX
BPO
3.3k+
employees
2001
25 years old
Winnipeg, Manitoba
Canada
About
We have built a culture around our people. By empowering our team members, we exceed your customers' expectations. A win for you is a win for us. Our solutions deliver unmatched customer experiences and actionable insights while leveraging our technology and innovation to improve performance and engagement. We do all this while remaining true to the culture and brand identity of our partners. Our 10 Things are the guiding principles that challenge us to lead with purpose and drive. They inform every team member, of every solution and every goal. As a company and as individuals, we know our ‘why’ and are driven to achieve it every day. It’s what helps us go above and beyond to guide our clients and each other. While we have bold growth goals, we’ll never sacrifice the thing that makes us who we are: our soul. It continues to shape our culture and partnerships. We work in a dynamic, ever-changing environment. We work with purpose and seize opportunities to set new industry standards.
Industries
BPOBPO/KPO
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