Team Lead – Quality Analyst

Job Title: Team Lead – Quality Analyst (TL – QA)

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Job Overview

Quality Analyst – Team Lead

Key Responsibilities

Quality Assurance & Monitoring

• Monitor inbound and outbound calls and email interactions
• Evaluate associates on communication, accuracy, compliance, and customer service
• Ensure adherence to

  Process Quality SLAs

Team Leadership & Mentorship

• Lead, mentor, and coach QA team members
• Support onboarding, training, and performance management
• Align team objectives with process and functional goals

Process Improvement & Analysis

• Conduct root cause analysis and recommend corrective actions
• Conduct calibration sessions and initiate action plans to reduce variance
• Drive continuous quality improvement initiatives

Reporting & Client Coordination

• Prepare and analyze internal and external quality reports
• Coordinate with clients on process updates and quality concerns
• Communicate effectively with stakeholders, considering diverse perspectives

Operational Excellence

• Demonstrate strong multitasking and time management skills
• Adapt to changes and shifting priorities in a fast-paced environment
• Ensure timely follow-ups on quality action plans

Requirements

• 5+ years of experience in

  Quality Assurance

• Minimum

  2+ years as a Team Lead – Quality Analyst

• At least

  1+ year of experience in an international US process

• Preferred experience in

  1st-party or 3rd-party collections

• Strong knowledge of QA frameworks, audits, and compliance
• Self-motivated, proactive, and detail-oriented

Qualifications

• Bachelor’s degree (mandatory)
• Excellent verbal, written, and interpersonal communication skills
• Strong listening, analytical, and problem-solving abilities

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