Quality Team Lead
2 weeks ago
Overview:
We are looking for a dedicated **Quality Team Lead** to oversee the quality assurance process within our BPO operations. The role will be responsible for ensuring service excellence, driving compliance with quality standards, and mentoring a team of Quality Analysts.
Qualifications:
- Bachelor’s degree or diploma in any field.**Fluent in English** (spoken and written).- Minimum **3-5 years’ experience** in Quality Assurance within a BPO/call center environment, with at least 1-2 years in a team lead/supervisory role.- Strong analytical skills with attention to detail.- Excellent communication, leadership, and coaching abilities.- Ability to manage multiple priorities and work under pressure.- Experience in creating reports and using QA tools.- Flexibility to work on rotational shifts if required.
**Responsibilities**:- Ensure adherence to client and company quality standards across all operations.- Provide actionable insights and recommendations to improve performance and customer experience.- Develop, update, and maintain QA frameworks, scorecards, and reporting structures.- Partner with Operations, Training, and Workforce teams to align on business goals and performance improvement.- Conduct regular calibration sessions to ensure consistency in evaluation standards.- Deliver quality coaching, feedback sessions, and performance reviews for both analysts and agents.- Track and analyze trends to identify gaps and propose corrective measures.- Prepare and present quality performance reports to management and stakeholders.- Support continuous improvement initiatives and ensure compliance with operational KPIs and SLAs.
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