Assistant Team Lead - Quality Analyst

Hrassistance India Consultancy Llp; Bengaluru; On-site; INR 900,000 - 1,600,000; Full time

Job summary

Hrassistance India Consultancy Llp in Bengaluru seeks a QA Leader to maintain discipline in QA operations, set targets, and coach analysts. You will handle escalations, monitor calls, audit interactions, and drive process improvements to reduce disputes and improve customer experience.

In this role you will track QA metrics, analyze trends, prepare reports, and collaborate with collections and operations to ensure seamless customer journeys. Experience in QA management and mentoring is preferred.

Responsibilities

• Maintain discipline in login/logout, breaks, and schedules.
• Set clear daily/weekly/monthly targets for QA monitoring and reporting.
• Handle escalations by ensuring accurate and compliant resolutions.
• Coach and mentor QA analysts, conducting regular performance reviews.
• Manage attrition and shrinkage through retention strategies and staffing support.
• Monitor customer calls and interactions using evaluation forms.
• Audit team calls regularly to identify improvement areas and ensure compliance.
• Provide actionable insights to improve agent performance and customer experience.
• Facilitate call calibration sessions to align evaluation standards.
• Lead process improvement projects to streamline QA workflows and reduce disputes.
• Create and revise QA procedures, checklists, and job aids for consistency.
• Ensure audit ratings and quality benchmarks improve month-on-month.
• Track conversion percentages and collection efficiency through QA insights.
• Analyze QA data to identify trends, risks, and opportunities for optimization.
• Prepare reports and present updates on audit ratings, compliance, and team performance.
• Collaborate with collections and operations teams to ensure seamless customer experiences

Job description

Key Responsibilities

Team Leadership & Operations

• Maintain discipline in login/logout, breaks, and schedules.
• Set clear daily/weekly/monthly targets for QA monitoring and reporting.
• Handle escalations by ensuring accurate and compliant resolutions.
• Coach and mentor QA analysts, conducting regular performance reviews.
• Manage attrition and shrinkage through retention strategies and staffing support.

Quality Assurance & Monitoring

• Monitor customer calls and interactions using evaluation forms.
• Audit team calls regularly to identify improvement areas and ensure compliance.
• Provide actionable insights to improve agent performance and customer experience.
• Facilitate call calibration sessions to align evaluation standards.
• Lead process improvement projects to streamline QA workflows and reduce disputes.
• Create and revise QA procedures, checklists, and job aids for consistency.
• Ensure audit ratings and quality benchmarks improve month-on-month.

Performance & Reporting

• Track conversion percentages and collection efficiency through QA insights.
• Analyze QA data to identify trends, risks, and opportunities for optimization.
• Prepare reports and present updates on audit ratings, compliance, and team performance.
• Collaborate with collections and operations teams to ensure seamless customer experiences