Quality Team Leader/International BPO/Voice Process

Hiresquad; Gurugram District; On-site; INR 900,000 - 1,100,000; Full time

Job summary

Hiresquad in Gurgaon is seeking a Quality Team Leader (Assistant Manager Quality) to lead and mentor a team of Quality Analysts, ensuring quality, productivity, and client SLAs.

The role requires 5+ years in quality, current/recent leadership, and strong RCA skills using 5 Whys, Fishbone, and Six Sigma concepts. This is a work-from-office position with immediate joining and a CTC up to 10 LPA.

Qualifications

• Current/Recent experience as a Quality Team Leader.
• 5+ years of overall experience.
• Strong and major experience in Quality is essential.
• Immediate Joiners only.

Responsibilities

• Lead and mentor a team of Quality Analysts to meet quality, productivity, and client SLAs.
• Review, validate, and drive RCA across audits, disputes, and escalations.
• Conduct deep-dive analyses to identify systemic quality issues and recurring trends.
• Analyze dispute patterns and audit outcomes to suggest process improvements.
• Lead calibration sessions and align with client quality standards.
• Prepare and deliver quality reports and executive presentations.
• Coach analysts on RCA methodologies and policy interpretation.
• Drive continuous improvement with Operations, Training, Policy, and Product teams.

Skills

RCA

Analytical thinking

Quality governance

Client handling

Education

Graduate / Postgraduate

Job description

Leading BPO | Gurgaon

Hiring: Quality Team Leader (Assistant Manager Quality)

Location: Gurgaon

Work Mode: Work from Office

Process: International Voice Process

Shifts: 247 Rotational

Interview Mode: Virtual

CTC: Up to 10 LPA(hike on last CTC)

Education: Graduate / Postgraduate

Eligibility

• 5+ years of overall experience.
• Mandatory: Current/Recent experience as a Quality Team Leader.
• Strong and major experience in Quality is essential.
• Immediate Joiners only.

Key Responsibilities

• Lead and mentor a team of Quality Analysts to achieve quality, productivity, and client SLAs.
• Review, validate, and drive Root Cause Analysis (RCA) across audits, disputes, and escalations.
• Conduct deep-dive analyses to identify systemic quality issues and recurring trends.
• Analyze dispute patterns, quality variances, and audit outcomes to recommend process improvements.
• Identify policy gaps, training needs, reviewer errors, tooling issues, and workflow deficiencies.
• Lead calibration sessions and ensure alignment with client quality standards.
• Partner with client stakeholders to present audit findings, RCA insights, and improvement recommendations.
• Prepare and deliver quality reports, performance reviews, and executive presentations.
• Coach and develop analysts on RCA methodologies, policy interpretation, and investigative thinking.
• Drive continuous improvement initiatives in collaboration with Operations, Training, Policy, and Product teams.

Required Skills

Root Cause Analysis (RCA)

• Strong investigative and analytical thinking.
• Hands-on experience with 5 Whys, Fishbone Analysis, and Six Sigma concepts.
• Ability to identify underlying causes rather than symptoms.

Client & Stakeholder Management

• Experience handling client-facing discussions and reviews.
• Strong presentation and executive communication skills.
• Ability to defend findings with data-backed insights.

Quality & Governance

• Strong understanding of quality frameworks and governance.
• Expertise in policy interpretation, calibration, and quality audits.
• Experience handling edge cases and quality compliance.

Analytical Skills

• Trend analysis and performance deep dives.
• Dispute analysis and recommendation building.
• Data-driven decision-making and reporting.

Preferred Experience

• 2+ years of experience leading Quality, Analytics, Trust & Safety, Risk, or Investigations teams.
• Proven expertise in RCA, client reviews, calibrations, and quality governance.
• Prior client-facing experience will be an added advantage.

Note: Only Immediate Joiners will be considered.