Quality Assurance Team Lead

Global Services; Navi Mumbai; On-site; INR 1,100,000 - 1,900,000; Full time

Job summary

Global Services in Navi Mumbai seeks a Quality Assurance Team Lead to oversee QA for our inbound voice customer service operations. You will coach analysts, shape QA strategies, and drive service excellence.

You will audit processes, report trends to management, and ensure the team has tools and knowledge to perform at the highest standards. This role emphasizes leadership, collaboration, and continuous improvement.

Qualifications

• 5+ years in QA leadership or similar role.
• Experience with inbound voice processes and customer service metrics.
• Proven ability to train and mentor teams.
• Strong data analysis and reporting skills.

Responsibilities

• Lead and manage a team of quality analysts to ensure compliance with quality standards in customer service and support.
• Develop and implement quality assurance processes and procedures to improve service delivery.
• Conduct regular audits and assessments of team performance, providing constructive feedback and coaching to team members.
• Collaborate with management to identify areas for improvement and develop action plans to address them.
• Train and mentor team members on quality assurance best practices and customer service excellence.
• Analyze performance metrics and prepare reports to present to management, highlighting trends and areas for improvement.
• Ensure that all team members are equipped with the necessary tools and knowledge to perform their roles effectively.

Skills

Leadership

Quality assurance

Data analysis

Communication

Training

Job description

We are seeking a Quality Assurance Team Lead to oversee our quality assurance processes within the inbound voice process for customer service and support. The ideal candidate will be responsible for ensuring that our team meets the highest standards of quality and customer satisfaction. As a Team Lead, you will play a crucial role in training and mentoring team members, developing quality assurance strategies, and implementing best practices to enhance service delivery.

Key Responsibilities:

• Lead and manage a team of quality analysts to ensure compliance with quality standards in customer service and support.
• Develop and implement quality assurance processes and procedures to improve service delivery.
• Conduct regular audits and assessments of team performance, providing constructive feedback and coaching to team members.
• Collaborate with management to identify areas for improvement and develop action plans to address them.
• Train and mentor team members on quality assurance best practices and customer service excellence.
• Analyze performance metrics and prepare reports to present to management, highlighting trends and areas for improvement.
• Ensure that all team members are equipped with the necessary tools and knowledge to perform their roles effectively.

Required Skills:

• Strong understanding of inbound voice processes and customer service dynamics.
• Excellent leadership and team management skills.
• Ability to analyze data and performance metrics to drive improvements.
• Strong communication and interpersonal skills.
• Experience in training and mentoring team members.

If you are passionate about quality assurance and have a proven track record in leading teams to success, we encourage you to apply for this exciting opportunity.