Quality Team Lead

Role & responsibilities:

• Lead and coach a team of 8-10 Quality Auditors, ensuring consistent performance and development.
• Provide ongoing guidance, mentoring, and support to Quality Auditors to enhance audit effectiveness and accuracy.
• Identify training and quality gaps and coordinate with relevant teams for timely interventions.
• Resolve Knowledge Management (KM) issues with real-time corrective actions.
• Support daily huddles with relevant and impactful content.
• Collaborate with operations and training teams to address process challenges and drive improvements.
• Deliver hyper-care support to new agents during their first 3 months.
• Maintain strong process knowledge and ensure adherence to client-defined standards.
• Fulfill all additional responsibilities as mutually defined by PhonePe and the service provider.

Qualifications & Experience:

• Graduate degree or higher (mandatory).
• Minimum 4 years of total work experience in a BPO environment.
• At least 1824 months of experience in a Quality function (Quality Lead).
• Prior experience in Fintech or premium customer/merchant support is preferred.

Required Competencies:

• Fluent in English and Hindi (spoken and written).
• Proficient in MS Office tools: Excel, Word, and PowerPoint.
• Strong coaching and mentoring capabilities.
• Good understanding of premium customer/merchant support processes.
• Basic knowledge of operational metrics and people practices (e.g., score calculations, parameter ratings, situation handling).
• Six Sigma certification or equivalent project experience is preferred for candidates from Quality roles

Location:

Ghansoli

6 days working

Week Offs:

1 Rotational Off

If Interested share resume on @Akankshas6@hexaware.com