Team Lead - QA - BPO

Lead and manage the QA team and ensure smooth day-to-day operations.

Monitor and evaluate customer calls according to defined quality parameters.

Conduct regular call audits and prepare quality reports.

Identify performance gaps and provide constructive feedback to QA executives and operations teams.

Coordinate with Team Leaders, Trainers and Operations Managers to improve overall process quality.

Track key quality metrics such as call quality, compliance, process adherence and customer handling.

Conduct regular calibration sessions with QA and Operations teams.

Prepare daily, weekly and monthly QA performance reports.

Identify recurring errors and recommend corrective and preventive actions.

Ensure adherence to company policies, SOPs and process guidelines.

Handle escalations related to quality and provide appropriate resolutions.

Support training and coaching initiatives based on quality observations.

Maintain proper documentation of audits, feedback and improvement plans.

Ensure the QA team achieves assigned quality targets within timelines.

Excellent communication skills in English and Hindi.

Strong knowledge of BPO QA processes and call monitoring.

Good analytical and reporting skills.

Strong leadership and team-management skills.

Good knowledge of MS Excel and reporting tools.

Ability to identify process gaps and provide effective solutions.

Strong attention to detail.

Ability to work under pressure and meet deadlines.

Pay

₹40,000.00 - ₹50,000.00 per month

Benefits

Paid sick time

Work Location

On the road