Quality Team Lead

Quality Assurance Team Lead BPO

Experience: Minimum 1 year as a Team Leader in BPO

Salary: Up to 5.5 LPA

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 1 year 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 1 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.

Why Join Us?

• Up to 5.5 LPA
• 5 working days
• 24/7 rotational shifts
• Two-way cab facility
• Growth opportunities in Quality & Operations