Quality Team Lead

TP; Mumbai; On-site; INR 300,000 - 500,000; Full time

Job summary

Teleperformance in Malad (Aspee), Mumbai, is seeking a Quality Team Leader – Domestic Process to lead and mentor a team of Quality Analysts, monitor call quality, and ensure adherence to client requirements. The role targets ongoing process improvement and strong coaching.

Candidates should have 1–2 years of team leadership experience in a BPO, good MS Excel skills, and the ability to manage multiple stakeholders under pressure.

Qualifications

• Minimum 1–2 years of experience as a Team Leader in Quality or Senior Quality Analyst in a BPO.
• Experience in a domestic voice process is preferred.
• Strong communication, analytical, and coaching skills.
• Good knowledge of MS Excel and reporting.
• Ability to manage multiple stakeholders and work under pressure.

Responsibilities

• Lead and manage a team of Quality Analysts.
• Monitor call quality and ensure adherence to quality standards and client requirements.
• Conduct calibration sessions with internal stakeholders and operations teams.
• Analyze quality trends and identify improvement opportunities.
• Prepare and publish daily, weekly, and monthly quality reports.
• Provide feedback, coaching, and action plans to improve agent performance.
• Drive quality improvement initiatives to achieve process KPIs.
• Ensure compliance with company policies, SOPs, and customer service standards.
• Coordinate with Operations and Training teams to enhance overall process performance.

Skills

Team leadership

Quality monitoring

Coaching

Stakeholder management

Communication skills

Analytical skills

Reporting

Tools

MS Excel

Job description

Job Opening: Quality Team Leader – Domestic Process

Company: Teleperformance

Job Role: Quality Team Leader – Domestic Process

Location: Malad (Aspee)

Working Days: 6 Days a Week

Salary: Up to ₹5 LPA

Key Responsibilities

• Lead and manage a team of Quality Analysts.
• Monitor call quality and ensure adherence to quality standards and client requirements.
• Conduct calibration sessions with internal stakeholders and operations teams.
• Analyze quality trends and identify improvement opportunities.
• Prepare and publish daily, weekly, and monthly quality reports.
• Provide feedback, coaching, and action plans to improve agent performance.
• Drive quality improvement initiatives to achieve process KPIs.
• Ensure compliance with company policies, SOPs, and customer service standards.
• Coordinate with Operations and Training teams to enhance overall process performance.
• Minimum 1–2 years of experience as a Team Leader in Quality or Senior Quality Analyst in a BPO.
• Experience in a domestic voice process is preferred.
• Strong communication, analytical, and coaching skills.
• Good knowledge of MS Excel and reporting.
• Ability to manage multiple stakeholders and work under pressure.