Quality Analyst (Support or Service Desk) Team lead

Role Overview: As a Quality Analyst for the Support or Service Desk, your main responsibility will be to monitor and evaluate support interactions such as calls, chats, and emails to ensure adherence to quality standards and Service Level Objectives (SLOs). You will be required to identify trends, gaps, and areas of improvement in agent performance and customer experience. Providing actionable feedback and coaching to agents to enhance communication, technical accuracy, and customer satisfaction will also be part of your role. Collaboration with training and operations teams to update Standard Operating Procedures (SOPs) and knowledge base content is essential. Additionally, conducting root cause analysis for recurring quality issues and recommending process improvements will be crucial. Tracking quality metrics, preparing regular reports for leadership, and ensuring compliance with internal policies, client expectations, and regulatory standards are some of the key responsibilities. Key Responsibilities: - Monitor and evaluate support interactions to ensure adherence to quality standards and SLOs - Identify trends, gaps, and areas of improvement in agent performance and customer experience - Provide actionable feedback and coaching to agents for improvement - Collaborate with training and operations teams to update SOPs and knowledge base content - Conduct root cause analysis for recurring quality issues and recommend process improvements - Track quality metrics and prepare regular reports for leadership - Ensure compliance with internal policies, client expectations, and regulatory standards Qualifications Required: - 4+ years of experience as a Quality Analyst - Excellent verbal and written communication skills - Strong analytical and observational skills - Experience with QA tools and scorecards - Familiarity with support workflows, ticketing systems, and ITIL practices - Ability to deliver constructive feedback and coaching - Proficiency in Google Workspace tools (Gmail, Docs, Sheets, Meet, etc.) - Prior experience in a support or service desk environment - Exposure to Google product ecosystem (Gemini app, Notebook LLM, App Sheet, etc.) - Knowledge of quality frameworks (e.g., Six Sigma, COPC) - Google Workspace Administrator certification is a strong advantage - Flexible with shifts Additional Details: The company is in the ITES/BPO/KPO industry and the role requires a Bachelor's degree in Commerce (B.Com). The role also involves working as a team lead in Chennai & Indore, focusing on ensuring quality and enhancing customer experience. The job code for this position is GO/JC/988/2025, and the recruiter's name is Marilakshmi S.,