QA Team Leader

Bill Gosling Outsourcing; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Bill Gosling Outsourcing is seeking a QA Team Leader in Bengaluru, India to manage quality assurance processes and lead the QA team. The role focuses on designing monitoring formats, maintaining documentation, and ensuring a reliable consumer experience through calibration sessions and client touchpoints.

You will coordinate monthly QA reporting, supervise staff performance, and drive improvements across the department.

Qualifications

• Minimum 2 years of relevant managerial experience.
• Administrative or compliance experience involving attorneys, regulators and auditors.
• There are no personal certification, licensing, or registration requirements for this job at this time.

Responsibilities

• Participates in design of call monitoring formats and quality standards.
• Provide data and actionable items to site management and internal support groups as necessary.
• Manage the QA team staff via regular performance reviews and coaching sessions.
• Manage the Quality Assurance department to ensure call-scoring scope and objectives are met.
• Coordinate and facilitate monthly QA reporting to internal Ops teams and clients.
• Coordinate and facilitate call calibration sessions.
• Complete calibration sessions at least once a month with QA team, TLs/MCs, clients or agents.
• Perform random audits on QA agents to ensure result accuracy and alignment with processes.
• Train QA agents on changes or new client/compliance requirements.
• Notify Senior Management of opportunities for improvement or violations identified in audits.

Skills

Quality Assurance

People management

Coaching

Performance reviews

Call monitoring

Calibration sessions

Education

High School Diploma or Equivalent

College Diploma or University Degree

Job description

Join a Team That’s Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results!

Bill Gosling India Private LimitedThe QA Team Leader will manage processes and personnel to conduct our quality assurance process. In this role, the QA Team Leader will develop effective and efficient methods, maintains documentation throughout the quality assurance process, and communicates with Operations to provide a reliable, consistent, and positive consumer experience through calibration sessions and client touchpoints.

What You’ll Do

The QA Team Leader will manage processes and personnel to conduct our quality assurance process. In this role, the QA Team Leader will develop effective and efficient methods, maintains documentation throughout the quality assurance process, and communicates with Operations to provide a reliable, consistent, and positive consumer experience through calibration sessions and client touchpoints.

• Participates in design of call monitoring formats and quality standards.
• Provide data and actionable items to site management and internal support groups as necessary
• Manage the staff members within the Quality Assurance team via regular performance review and coaching sessions to ensure growth and performance within the department.
• Manage the Quality Assurance department to ensure call-scoring scope and objectives are met.
• Coordinate and facilitate completion of all Monthly QA reporting deliverables to both internal Op’s teams and Clients.
• Coordinates and facilitates call calibration sessions.
• Complete calibration session at least once a month with the QA team, MC/TL’s, Clients or agents
• Perform random audit on QA agents to ensure result accuracy and alignment of external/internal processes and call grading requirements.
• Facilitates and completes training with QA agents on all changes or new client/compliance requirements
• Notify Senior Management of any opportunity for improvement or violation by an agent, as identified in the audit process.
• Completing file and performance reviews, review and assign work and conduct training and coaching to the team members
• Champion company core values and other company programs to engage and motivate our employees
• Other duties as assigned

Reports to: Customer Experience Manager

Education

• High School Diploma or Equivalent
• College Diploma or University Degree

Experience

• Minimum 2 years of relevant managerial experience
• Previous administrative or compliance experience and experience in dealing with attorneys, regulatory bodies and auditors

Certificates, Licenses, & Registration

There are no personal certification, licensing, or registration requirements for this job at this time.

Why Join Us?

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
• Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success.
• Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.
• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.
• State‑Of‑The‑Art Offices: Work in our modern, well‑equipped offices designed to enhance collaboration and productivity.
• Rewarding Work: Help businesses grow while making a real difference in people’s lives!

Get to Know Us Better!

Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work!

Twitter & Instagram: bgocareers

Facebook: Bill Gosling Outsourcing

LinkedIn: Bill Gosling Outsourcing

Website – https://www.billgosling.com/careers

By applying to this position, you acknowledge that you have read and understood Bill Gosling Outsourcing’s privacy policy here- https://www.billgosling.com/privacy-policy and consent to the collection, use, and storage of personal information in accordance with the policy.

At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here.

If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.

Bill Gosling Outsourcing – Where your career thrives!