Team Lead - Quality and training (Customer Support)

Flobiz A Unit Of Valorem Stack

1 - 5 years

5 - 7 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

team management team handling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Team Lead - Quality and training (Customer Support)

Key Responsibilities

Own and manage the Quality Assurance (QA) framework for both voice and chat processes.
Analyze QA data to identify performance trends, process gaps, and training needs.
Partner with operations and process excellence teams to implement corrective and preventive action plans.
Publish weekly/monthly quality dashboards highlighting team performance and improvement opportunities.
Design and deliver onboarding, refresher, and upskilling training programs for support associates.
Collaborate with SMEs and process owners to update SOPs and training materials.
Track training effectiveness through post-training assessments and performance metrics.
Lead a team of quality analysts and/or trainers, ensuring their productivity, growth, and alignment with business goals.

Requirements

Understanding of Customer support operations, preferably in both voice and chat channels.
Excellent communication, analytical, and stakeholder management skills.
4+ years of experience in customer support quality & training, with at least 1 year in a team lead or supervisory role.
Deep understanding of QA methodologies, sampling techniques, and scoring mechanisms for both voice and chat

m.manjunath@flobiz.in / 8951119282

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