Team Leader - BPO Operations

P E Analytics; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

P E Analytics in Gurugram is seeking a results-driven Quality & Call Audit Team Lead to guide a team of auditors and QA analysts. Lead performance reviews and calibration to ensure audit consistency and drive quality improvements across client engagements.

The role requires strong leadership, advanced Excel skills, and a proactive approach to stakeholder management, with a focus on achieving targets and continuous quality enhancements.

Qualifications

• Strong team management and leadership capabilities.
• Expertise in call quality monitoring, audit frameworks, and quality assurance processes.
• Advanced proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Dashboards, Data Analysis).
• Strong analytical and problem-solving skills.
• Excellent communication, presentation, and stakeholder management abilities.

Responsibilities

• Lead, mentor, and manage a team of Call Auditors and Quality Analysts to achieve quality and productivity targets.
• Conduct regular performance reviews and calibration exercises to ensure audit consistency.
• Foster a high-performance culture focused on continuous learning, accountability, and quality excellence.
• Ensure team alignment with organizational goals, client expectations, and quality standards.

Skills

Team leadership

Call quality monitoring

Quality assurance

Microsoft Excel

Analytical thinking

Stakeholder management

Communication

Tools

Microsoft Excel tools

Data dashboards

Job description

Key Responsibilities:

Team Leadership & People Management

• Lead, mentor, and manage a team of Call Auditors and Quality Analysts to achieve quality and productivity targets.
• Conduct regular performance reviews and calibration exercises to ensure audit consistency.
• Foster a high-performance culture focused on continuous learning, accountability, and quality excellence.
• Ensure team alignment with organizational goals, client expectations, and quality standards.

Call Audit & Quality Assurance

• Oversee daily call monitoring and audit activities across customer interactions.
• Ensure adherence to audit frameworks, quality parameters, compliance requirements, and SOPs.
• Review audit findings and provide actionable feedback to operations teams for performance improvement.
• Identify recurring quality gaps, behavioural trends, and process deviations.

Performance & Target Management

• Monitor key quality KPIs such as audit completion rates, quality scores, compliance adherence, customer experience metrics, and operational targets.
• Track daily, weekly, and monthly performance against defined objectives.
• Collaborate with operations managers to implement corrective and preventive action plans.

Data Analysis & Reporting

• Utilize Advanced Excel for data analysis, trend identification, dashboard creation, and performance reporting.
• Generate and present quality performance reports, audit insights, and improvement recommendations to leadership.
• Analyze large datasets to identify opportunities for quality enhancement and operational optimization.

Client & Stakeholder Management

• Maintain strong relationships with internal and external stakeholders.
• Participate in client reviews, quality governance meetings, and calibration discussions.
• Address quality-related concerns and ensure service delivery meets client expectations and contractual requirements.

Operational Coordination

• Conduct daily review meetings with quality and operations teams to discuss performance, challenges, and action plans.
• Coordinate with cross-functional teams to ensure smooth execution of quality initiatives.
• Escalate critical issues and drive timely resolution of operational bottlenecks.

Requirements :

• Strong team management and leadership capabilities.
• Expertise in call quality monitoring, audit frameworks, and quality assurance processes.
• Advanced proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Dashboards, Data Analysis).
• Strong analytical and problem-solving skills.
• Excellent communication, presentation, and stakeholder management abilities.