Quality Analyst Team Lead

TELUS International; Dadri, New Delhi; On-site; INR 600,000 - 1,000,000; Full time

Job summary

TELUS International is seeking a Quality Assurance Team Leader to oversee a group of Quality Analysts. You will drive call monitoring, calibration, and audits to ensure service quality. Lead Pareto analyses to identify gaps and execute improvement plans.

The role requires strong leadership and proven experience in QC tools and call evaluation in a BPO environment. You will coordinate with cross-functional teams to enhance CSAT metrics and document QC processes.

Qualifications

• 5-13 years of experience in BPO/Call Centre industry in a Team Leader or similar role.
• Strong knowledge of QC processes and call evaluation techniques.
• Experience leading a team to improve customer service metrics.

Responsibilities

• Lead a team of Quality Analysts to ensure high-quality call monitoring, calibration, and audits.
• Perform Pareto analysis to identify improvement areas in customer service calls and develop strategies.
• Collaborate with cross-functional teams to implement quality initiatives and improve CSAT.

Skills

Call monitoring

Call calibration

Call audit

CSAT

Pareto analysis

Quality tools

Tools

7QC

Job description

Roles and Responsibilities :

• Lead a team of Quality Analysts to ensure high-quality call monitoring, call calibration, and call audit processes.


• Conduct Pareto analysis to identify areas for improvement in customer service calls and develop strategies to address them.


• Collaborate with cross-functional teams to implement quality monitoring initiatives and improve overall customer satisfaction (CSAT).


• Develop and maintain documentation for QC tools, procedures, and guidelines.

Job Requirements :

• 5-13 years of experience in BPO/Call Centre industry as a Team Leader or similar role.


• Strong knowledge of 7QC, call audit, call calibration, call monitoring, CSAT, Pareto analysis, QC tools & techniques.


• Excellent leadership skills with ability to manage a team effectively.