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