QA Team Lead

IntouchCX; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

IntouchCX in Hyderabad is seeking a Quality Assurance Team Lead to oversee QA performance, coach a team of QA specialists, and drive excellence in client interactions.

The role emphasizes analytics using MS Excel, calibration of scores, and collaboration with Operations and Business Development to improve processes. Immediate joiners preferred for onsite/hybrid setup.

Qualifications

• Minimum 1–2 years in Quality Assurance or as a high-performing SME within a contact center / BPO environment.
• Strong MS Excel skills including Pivot Tables, VLOOKUP/XLOOKUP, and data reporting.
• Excellent written and verbal communication, capable of coaching and leading calibration meetings.
• Graduate or an equivalent combination of education and work experience.

Responsibilities

• SME Leadership & Coaching: mentor, train, and coach team members toward performance targets.
• Performance & Data Analytics: track and evaluate quality metrics using Excel to map trends.
• Calibration & Consistency: drive calibration scores for fair, accurate scoring across interactions.
• Stakeholder & Client Collaboration: share actionable insights with Operations and client partners.
• Compliance & Escalations: investigate issues to identify root causes and coaching opportunities.

Skills

SME Leadership

Coaching

Excel Analytics

Data Visualization

Stakeholder Comm

Training & Mentoring

Education

Graduate degree

Tools

MS Excel

Job description

Job Title: Quality Assurance Team Lead

Location: Hyderabad, Telangana (On-site / Hybrid)

Job Type: Full-Time

Notice Period: Immediate Joiners to 7 Days Max

Target Audience: Open to current QA Team Leads OR Senior Subject Matter Experts (SMEs) ready to step into leadership

Department: Quality Assurance / Operations

Role Overview

We are looking for a Quality Assurance Team Lead to maintain, evaluate, and elevate our performance standards. This position is ideal for experienced Subject Matter Experts (SMEs) with exceptional communication skills looking to take the next step into leadership, as well as current QA Leads seeking a fast-paced environment.

In this role, you will act as a benchmark for quality and communication. You will leverage strong MS Excel skills to evaluate metrics, uncover trends, facilitate calibration sessions, and deliver high-impact developmental coaching to team members.

Key Responsibilities

• SME Leadership & Coaching: Leverage deep process knowledge and exceptional verbal and written communication to mentor, train, and coach team members toward meeting performance targets.
• Performance & Data Analytics: Track, review, and evaluate operational quality metrics using strong MS Excel capabilities (Pivot Tables, VLOOKUP/XLOOKUP, formulas, and dashboards) to map operational trends.
• Calibration & Consistency: Drive and maintain calibration scores across the QA team to guarantee fair, accurate, and consistent scoring across customer interactions.
• Stakeholder & Client Collaboration: Partner with Operations, Training, and client-partners to share actionable data insights, resolve scripting issues or caller trends, and support Business Development efforts.
• Compliance & Escalations: Investigate escalated customer issues to pinpoint root causes, enforce operational compliance, and translate findings into clear coaching opportunities.

Qualifications & Requirements

• Target Profile: Current Subject Matter Experts (SMEs) with demonstrated informal leadership/coaching experience, OR existing QA Team Leads / Supervisors.
• Communication Skills: Exceptional written and verbal communication skillsmust be able to lead calibration meetings, deliver clear and positive developmental feedback, and interact confidently with senior leadership and clients.
• Notice Period: Urgent Requirement — Immediate joiners to 7 days maximum notice period will be given top priority.
• Location: Based in or willing to relocate immediately to Hyderabad.
• Experience:
  
  • Minimum 1–2 years of experience in Quality Assurance or as a high-performing SME within a contact center / BPO environment.
  • Demonstrated experience in coaching, mentoring, or supervisory support roles.
• Technical Skills:
  
  • Strong / Advanced MS Excel skills (formulas, Pivot Tables, VLOOKUP/XLOOKUP, data reporting).
  • Proficiency in MS Word, MS Outlook, and standard office applications.
• Education: Graduate or an equivalent combination of education and work experience.