Team Lead - Quality

Location: Bangalore

Grade: F2

Designation: Team Lead - Quality

Process: Capability Development

Number of Positions: 05

Minimum Criteria

• All G and F2 grade employees can apply. It will be a vertical movement for G grade employees and lateral movement for F2 grade employees.
• Applicants should have completed a minimum tenure of 18 months in the organization and 12 months in their current role as on 01st March 2026.
• Performance rating of CME or above in the last 6 months.
• No documented disciplinary issues/PIP in the last 6 months and until the closure of IMP.
• Should have minimum 6 months’ experience in Voice quality - related activities like interaction evaluation, coaching, calibration & reporting.
  
  

• Team Management:
• Result oriented, proactive & strong on organizational skills, with the ability to multi-task at ease
• Motivate, develop, counsel, and appraise team members so that their individual and team performance is of the required standard and meets the present and future needs of the business
• Knows and uses methods of providing objective input to the appraisal process, discussing strengths and development needs as appropriate through both formal and informal channels.
• Effectively uses a range of techniques to motivate team members and generate active commitment towards the achievement of team objectives especially in times of change
• Willing to take on challenging assignments
• Ability to work under pressure and to deliver on time and as per specifications
• Eye for detail, reporting, people management, problem solving
• Good verbal and written communication skills, to understand and communicate with various stake holders
• Ability to manage their time well & prioritize tasks
• Good analytical skills and ability to make decisions based on the situation
• Experience in providing coaching & feedback to team members
• Ability to assist with knowledge transfer and some level of coaching and feedback
• Ability to easily pivot from administrative functions to group learning activities
• No absenteeism, tardiness and/or behavioral issues
• Quality Assurance & Compliance:
• Perform analysis of auditor trends by reviewing the MTD trends and individual time/audits report tabs
• Perform audits on the auditors. Share findings during 1:1s and store for annual performance review reference
• Participate in client calls to share trends, wins, risks, and escalations
• Manage end-to-end dispute process- Support review and determinations for Level 1 Disputes. Provide education to the auditor when a dispute results in an overturn.
• Offer ongoing coaching and feedback to help QAs improve their skills and knowledge and provide assistance with any challenges they may be facing.
• Monitor & achieve adherence to service standards throughout various projects.
• Daily review and dissemination of procedural updates received from clients to the team through agreed-upon channels with operational teams.
• Conduct regular calibration sessions across the team, with clients & training and produce comprehensive reports while addressing unacceptable variations.
• Efficiently coordinate and track serious process defects, ensuring corrective actions are promptly taken on the floor.
• Continuous Improvement & RCA Implementation:
• Utilize QC tools for structured problem-solving and performance improvement
• Conduct Root Cause Analysis (RCA) on recurring quality issues
• Streamline customer journeys by eliminating inefficiencies and optimizing workflows
• Client Management:
• Ability to effectively manage client relations & interactions, single-headedly
• Engage in regular client discussions, governance meetings, and reviews to align expectations and enhance quality deliverables
• Ensure timely reporting and resolution of quality issues, proactively addressing client concerns
• Training & Coaching:
• Conduct Training Needs Analysis (TNA) to identify skill gaps and work with the training team to implement upskilling initiatives.
• Partner with a training team to develop and deliver targeted training programs based on quality insights.
• Reporting, Governance & Data-Driven Insights:
• Generate quality reports, dashboards, and insights based on QA evaluations.
• Track weekly & monthly performance on agreed client KPIs and proactive share improvement actions to achieve the same.
• Maintain QA documentation, compliance logs, and best practices repository for audits and continuous improvement.
  

• Graduation / Diploma in any discipline.
• Additional Certification in Improvement methodologies like Lean and Six Sigma and understanding of the QC tools will be an added advantage.
  
  

• Knowledge on Excel & report making
• Experience in coaching, either face-to-face or in a virtual space.
• Strong data collection, analysis (RCA, TNI, quality tools), reporting, and governance skills.
• Experience working with cross-cultural teams.
• Ability to work across the training cycle from training needs analysis, design, delivery, and evaluation.
• Client/Customer Relationship Management experience with a proven ability to maintain and enhance business relationships.
• Passionate about developing others and fostering a culture of continuous learning.
• Strong innovation and creative problem-solving mindset.
• Flexible and adaptable to evolving business needs and challenges.
• Comfortable working 5 days a week in a fast-paced environment, across day/night rotating shifts.
  
  

• Working knowledge of 7 QC Tools, Analytical & Problem-Solving Skills.
• Team handling & SLA achievement abilities.
• Hands on experience to work with MS office tools (Excel, ppt).
• Cross-Functional Collaboration.
• Client Engagement: Ability to manage and strengthen relationships with key clients and internal stakeholders.
• Coaching & Mentorship: Ability to provide structured feedback, training, and performance enhancement support.
• Knowledge of Quality Principles & Frameworks: Understanding of quality methodologies and Lean Six Sigma principles (certification is a plus).
  
  

• HR Screening
• Rounds of Personal Interview