Team Lead

Chola; Chennai District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Chola in Chennai invites an experienced QA Lead to head a team of quality analysts conducting voice and email audits, ensuring service quality and compliance with regulatory standards. You will monitor customer interactions, drive calibration sessions, and provide coaching, while partnering with Operations, Claims, Underwriting and Service teams to improve processes using advanced Excel and dashboards.

Candidates should have 5+ years in QA with 2–3 years in team handling, and a strong

Qualifications

• Graduate with a broader understanding of quality processes in insurance or related domains.
• Strong analytical and problem-solving abilities with attention to detail.
• Experience in quality frameworks and audit methodologies.

Responsibilities

• Lead and manage a team of QA Analysts conducting voice and email quality audits.
• Monitor quality of customer interactions and policy servicing requests.
• Ensure adherence to quality standards, regulatory requirements, and SOPs.
• Conduct calibration sessions and provide coaching feedback.
• Analyze audit findings, identify gaps, and drive corrective actions.
• Prepare MIS, dashboards, and quality reports using advanced Excel.
• Partner with Operations, Claims, Underwriting and Service teams for process improvements.
• Drive productivity, quality performance, and employee development.
• Identify training needs and support capability-building initiatives.
• Monitor customer experience trends and recommend improvements.

Skills

Team leadership

Quality assurance

Advanced Excel

Data analysis

Stakeholder management

Analytical skills

Presentation skills

Education

Graduate degree

Tools

Microsoft Excel

Pivot Tables

Dashboards

Job description

Role & responsibilities

• Lead and manage a team of Quality Analysts conducting voice and email quality audits.
• Monitor quality of customer interactions and policy servicing requests.
• Ensure adherence to quality standards, regulatory requirements, and SOPs.
• Conduct calibration sessions and provide coaching feedback.
• Analyze audit findings, identify gaps, and drive corrective actions.
• Prepare MIS, dashboards, and quality reports using advanced Excel.
• Partner with Operations, Claims, Underwriting and Service teams for process improvements.
• Drive productivity, quality performance, and employee development.
• Identify training needs and support capability-building initiatives.
• Monitor customer experience trends and recommend improvements.

Preferred candidate profile

• Graduate in any discipline.
• Minimum 5 years of QA experience with 2-3 years of team handling experience as a Team Lead.
• Sound knowledge of General Insurance products, claims, and policy servicing processes.
• Excellent analytical and problem-solving skills.
• Expertise in Microsoft Excel including Pivot Tables, Lookup Functions, Dashboards, and Data Analysis.
• Strong communication, presentation, and stakeholder management skills.
• Experience in quality frameworks, audit methodologies, and customer experience programs.