Quality Supervisor/Quality Lead

Role Summary:

As a Quality Team Leader (QTL), think of yourself as a medium for continuous improvementnot just for yourself and your immediate team, but for the rest of the operational teams you will support. In this role, you will supervise a team of Quality Analysts and collaborate with them to develop quality standards and methods. You'll conduct audits, attend business reviews and calibration sessions, and work cross-functionally to address opportunities for improvement, contributing to the larger goal of operational excellence.

Roles and Responsibilities:

• Calculate monthly audit targets and distribute workload among Quality Analysts (QAs).
• Drive audit target completion across the team.
• Gather insights from QAs, based on audits, to identify training needs and prepare for briefings.
• Report performance metrics for the assigned span on a daily, weekly, and monthly basis.
• Suggest process/system improvements backed by quantified improvement opportunities, based on recurring customer concerns.
• Attend weekly business reviews with Campaign Team Leads, Operations Managers, and Clients.
• Coordinate with Training teams to develop training needs analysis.
• Participate in strategic projects within the campaign or Line of Business (LOB).
• Interview, onboard, and train new QAs.
• Conduct periodic training sessions for the aligned span on quality tools and analysis.
• Perform audit-over-audit checks for QAs to ensure consistency and accuracy.
• Coach and mentor QAs to support their performance improvement and upskilling.
• Maintain a performance stack rank for QAs and conduct quarterly performance reviews.
• Organize and lead cross-functional calibration sessions for QAs, Operations, and Training teams.
• Maintain a change management log for the quality form and rubric updates.
• Lead quality initiatives, contests, and engagement campaigns for the assigned span.
• Stay updated on process and product knowledge to serve as a Subject Matter Expert (SME) for the campaign/LOB.

Technical Skills & Requirements:

• Proficiency in quality tools for analysis and data interpretation.
• Advanced Excel / Google Sheets skills for efficient data management and reporting.
• Strong problem-solving and process improvement skills.
• Knowledge of Six Sigma / Lean principles is highly desirable.
• Minimum 6 months of experience in managing a team of Quality Analysts.
• Previous experience in a similar environment is preferred.