Team Lead - Quality Analyst

r3 Consultant; Maharashtra; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading consultancy firm is seeking a Team Lead – Quality Analyst for their US Voice Process and Healthcare Recruitment operations. This role requires over 7 years of experience in quality analysis and specific knowledge in managing teams. Responsibilities include leading Quality Analysts, driving process improvements, and ensuring compliance with quality standards. Ideal candidates should possess strong analytical skills and be ready to work in night shifts. Certifications in quality methodologies are a plus.

Qualifications

• Minimum 7 years of relevant experience in quality analysis for US voice processes.
• At least 3 years of experience as Team Lead/QA in US Healthcare Recruitment.
• Strong understanding of quality frameworks and QA tools.

Responsibilities

• Lead and mentor a team of Quality Analysts.
• Oversee quality audits for US Healthcare Recruitment processes.
• Drive process improvements through analysis of quality trends.

Skills

Quality analysis

Team management

US voice process knowledge

Analytical skills

Communication skills

Education

Bachelor’s degree or equivalent

Tools

QA monitoring tools

ATS/CRM systems

Job description

Job Title: Team Lead – Quality Analyst (US Voice Process & US Healthcare Recruitment)

Location: Hinjewadi, Pune

Experience Required: 7+ Years

Notice Period: Immediate Joiners Preferred

Shift Timing: US Shift (Night Shift)

Job Summary

We are seeking an experienced and detail-oriented Team Lead – Quality Analyst to oversee and ensure quality standards across our US Voice Process and US Healthcare Recruitment operations. The ideal candidate will have over 7 years of experience in quality analysis within voice-based BPO processes, along with hands-on experience in US Healthcare Recruitment (RNs, LPNs, Allied hiring) in a Team Lead or QA capacity. The candidate should demonstrate strong team management capabilities and deep understanding of US process quality standards.

Key Responsibilities

• Lead and mentor a team of Quality Analysts to monitor and improve call quality for the US voice process.
• Oversee quality audits and compliance for US Healthcare Recruitment processes (screening, documentation, and submission quality).
• Drive process improvements through analysis of quality trends and root cause identification.
• Conduct regular audits, call calibrations, and feedback sessions with agents, recruiters, and team leads.
• Collaborate with operations, training, and compliance teams to ensure quality parameters are consistently met.
• Create and maintain reports related to quality metrics, recruiter/agent performance, and process gaps.
• Ensure adherence to client SLAs, healthcare compliance standards, and internal quality benchmarks.
• Handle escalations and ensure timely resolution with appropriate corrective and preventive actions.

Key Requirements

• Minimum 7 years of relevant experience in quality analysis for US voice processes.
• At least 3 years of experience as Team Lead/QA in US Healthcare Recruitment (RNs, LPNs, Allied roles).
• Strong understanding of quality frameworks (COPC, Six Sigma basics) and QA tools.
• Experience in auditing recruitment lifecycle (sourcing, screening, credentialing, submission quality).
• Excellent communication skills with the ability to deliver structured feedback.
• Hands-on experience with quality monitoring tools, ATS/CRM systems, and reporting dashboards.
• Strong analytical and problem-solving skills with attention to detail.
• Flexibility to work in US shifts (Night shift).

Preferred Qualifications

• Bachelor’s degree or equivalent.
• Certifications in quality methodologies (Six Sigma, COPC, etc.) will be an added advantage.