Quality Team Lead

Job Title: Quality Team Leader Life Insurance Process

Location: Gurgaon (Sector 18)

Company: Globiva

Work Mode: Work from Office

Working Days: 6 Days (Fixed Off)

About the Role:

We are looking for a Quality Team Leader with proven experience in managing a QA team within the Life Insurance domain. The ideal candidate should be well-versed in call audits, calibrations, QC tools, and performance monitoring to ensure compliance, accuracy, and customer satisfaction.

Key Responsibilities:

• Lead, mentor, and manage the Quality Analysts (QAs) team.
• Conduct call audits to evaluate communication, compliance, and accuracy of customer interactions.
• Drive call calibrations with internal teams and clients to ensure alignment on quality parameters.
• Ensure proper usage of QC tools and maintain quality dashboards & reports.
• Identify process gaps and provide actionable insights to improve agent performance.
• Share regular feedback with operations teams to enhance first call resolution (FCR), compliance, and customer experience.
• Monitor and ensure adherence to life insurance process guidelines & regulatory requirements.
• Support client interactions regarding quality performance, RCA, and action plans.
• Drive quality improvement initiatives within the team.

Required Skills & Experience:

• Graduate in any discipline (preferred: Insurance).
• 3–5 years of experience in Quality Assurance in a BPO/Call Center environment.
• At least 1 years of experience in Life Insurance call auditing (mandatory).
• Experience in handling a team of Quality Analysts.
• Good command over MS Excel and QC tools.