Team Lead

Aiwf Technologies; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Talview, the #1 rated proctoring software provider, seeks a Team Lead Proctoring Operations in Bengaluru (on-site). You will lead a team of proctors, manage day-to-day operations, staffing, leaves, quality, SLAs, KPIs and SOPs in a 24/7 environment.

As the first escalation point during shifts, you collaborate with Support and Engineering, drive process improvements, training, and performance development to ensure exam integrity and smooth delivery.

Qualifications

• 2–3 years of experience in operations (customer support, technical support, service desk or BPO).
• Team handling experience with customer and escalation management.
• Willing to work rotational shifts 24/7, including weekends/holidays.
• Excellent written and verbal communication with strong analytical skills.
• Working knowledge of Excel or Google Sheets.
• Bachelor’s degree in any discipline.

Responsibilities

• Lead, motivate and develop proctors with clear goals and performance plans.
• Plan rosters based on exam schedules and manage leave requests.
• Audit proctoring sessions, track quality, and address malpractice cases.
• Ensure SLA adherence and track KPIs with regular reporting.
• Create and maintain SOPs and drive process improvements.
• Identify training needs and train proctors on processes and updates.

Skills

Communication

Analytical skills

Leadership

Learning agility

Education

Bachelor's degree

Tools

Excel

Google Sheets

Job description

Team Lead Proctoring Operations

Location: HSR Layout, Bengaluru — On-site, full-time contractual role
Experience: 2–3 years
Reports to: Senior Team Lead
Shifts: 24/7 rotational shifts

About the Role

Talview, the #1 rated proctoring software provider and a G2 Leader, combines AI proctoring—including its AI proctor, Alvy—with live and record-and-review proctoring to run fair, secure exams for over 10 million candidates across 120+ countries.

As Team Lead, you will lead and develop a team of proctors and manage day-to-day operations, including staffing, leave planning, quality, SLAs, KPIs and SOPs. You will be the first point of escalation during your shift, working closely with the Senior Team Lead in a 24/7 environment.

Key Responsibilities

Team Development and Leadership

• Lead, motivate and develop proctors through clear goals, one-on-one discussions, audit feedback and performance improvement plans where needed.
• Coach team members to support their growth and keep attrition and absenteeism low.

Daily Operations and Workforce Management

• Plan rosters and staffing based on exam schedules, and manage leave requests to maintain adequate coverage.
• Prepare the team for peak exam days and ensure smooth shift handovers with all open issues documented.
• Handle escalations from proctors, candidates and customers, coordinating with Support and Engineering teams.

Quality Management

• Audit proctoring sessions, track quality scores and review malpractice cases to protect exam integrity.
• Identify recurring errors, implement corrective actions and conduct calibration sessions.

SLA and KPI Management

• Ensure SLA adherence on every shift and take prompt action on breaches.
• Track SLAs, quality, productivity and attendance; implement improvements and share daily, weekly and monthly reports.

Process Improvement and SOPs

• Create and maintain SOPs.
• Drive process improvements that save time and improve accuracy.

Training

• Identify training needs and train proctors on processes, product updates and customer requirements as needed.

Must-Have Qualifications

• 2–3 years of experience in operations, such as customer support, technical support, service desk or BPO.
• Team handling experience, along with experience managing customers and escalations.
• Flexibility to work rotational shifts in a 24/7 environment, including weekends and public holidays.
• Excellent written and verbal communication, strong analytical skills and the ability to learn quickly.
• Working knowledge of Excel or Google Sheets.
• Bachelor’s degree in any discipline.

Good-to-Have Qualifications

• Experience working with AI tools or LLM models.
• Experience with online proctoring or assessment platforms.
• Experience writing SOPs, delivering training or using quality frameworks, including audits, calibration and root-cause analysis.

Why Join Talview?

• Lead a team that protects the fairness of exams and hiring worldwide.
• Work hands-on with GenAI proctoring and help shape the product.
• Build your career with a clear growth path to Senior Team Lead and operations management.