Quality Team Leader (BPO)

Job Summary:

The Quality Team Leader will be responsible for overseeing the Quality Analysts and ensuring the delivery of high-quality standards across the organization. This role requires strong leadership skills, a strategic mindset, and the ability to collaborate effectively with operations to enhance overall performance and productivity.

Key Responsibilities:

• Team

  Leadership:

  Lead and develop a team of Quality Analysts, providing guidance, support, and training to ensure they meet performance expectations.

• Prioritization

  and

  Decision

  Making:

  Assess and prioritize quality initiatives based on business needs, ensuring optimal resource allocation and project alignment.

• Accountability:

  Hold the Quality Analysts accountable for their roles, ensuring adherence to quality standards and processes.

• Audit

  Analysis:

  Analyze audit observations, identify trends, and collaborate with operations to develop strategies for improving quality production.

• Training

  Needs

  Assessment:

  Conduct Training Needs Analysis to identify skill gaps and implement training programs for agents.

• Collaboration:

  Work closely with the Operations team to ensure alignment on quality objectives and resolve any issues affecting performance.

• Target

  Management:

  Set and monitor monthly quality targets, ensuring they are met or exceeded.

• Calibration

  Sessions:

  Lead weekly calibration sessions with the Ops team to ensure consistency in quality assessments and feedback.

• Proactive

  Initiatives:

  Identify and share Business Insights (BIs) to drive improvements and add value to the organization.

• Positive

  Work

  Environment:

  Foster a healthy and positive work environment that encourages team collaboration and morale.

• Feedback

  Mechanisms:

  Implement regular feedback processes to ensure continuous improvement and engagement within the team.

• KPI

  Management:

  Facilitate monthly discussions on Key Performance Indicators (KPIs) and Areas of Improvement (AOIs) to track team performance and development.

Qualifications:

• Bachelors degree in a relevant field (e.g., Business, Quality Management).
• 5 years of experience in quality assurance or a related field, with at least 2 year in a leadership role.
• Strong analytical skills and experience in audit processes.
• Excellent communication and interpersonal skills.
• Proven ability to collaborate with cross-functional teams.
• Familiarity with quality management systems and methodologies.

Skills:

• Leadership and team management
• Problem-solving and decision-making
• Strong organizational and time management skills
• Proficient in data analysis and reporting
• Knowledge of quality assurance tools and techniques

Additional Information:

• This position requires working US shifts, so flexibility is essential.
• Location is based in Ahmedabad, India, with a requirement to work from the office.