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Flobiz A Unit Of Valorem Stack
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Team Lead Quality and training (Customer Support)

Team Lead Quality and training (Customer Support)

Flobiz A Unit Of Valorem Stack

4 - 9 years

1 - 4 Lacs

bengaluru

Posted:20 hours ago| Platform:

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Skills Required

usage manager quality assurance business reporting analytical billing sms customer support stakeholder management monitoring crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title

: Team Lead - Quality and training (Customer Support)

Location

: Bangalore

About FloBiz

Built by the same team that set up Koinex (India s first & largest crypto exchange) in 2017, FloBiz is a neobank for SMBs designed to accelerate their growth and aims to offer a suite of digital products, utility tools and curated services to the rapidly growing & evolving small business sector in India. FloBiz is backed by Peak XV Partners (formerly Sequoia Capital), Elevation Capital (formerly SAIF Partners), Greenoaks Capital, Beenext, Think Investments and a set of marquee angels.

About myBillBook

myBillBook is India s leading GST billing & accounting software available for both mobile & desktop platforms. It offers full capabilities of a miniature accounting system comprising invoicing, inventory maintenance, AR/AP management and business reporting, along with a horde of value add features like CRM, Staff Attendance & Payroll Management, SMS & WhatsApp Marketing etc. myBillBook has been designed from the business owner s point of view and supports usage across multiple companies, users, devices and platforms with stateof-the-art data security & synchronization technologies for business on-the-go.

Role Overview

The Quality Team Lead will oversee and drive the Quality Assurance and Training functions for the customer support team across voice and chat channels. This role is pivotal in ensuring consistent delivery of high-quality customer experiences by monitoring interactions, identifying improvement areas, and building training frameworks to enhance agent performance, process compliance, and customer satisfaction.

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.

Required Skills

Be Data-Driven
Always strive for higher standards
Dependability

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Team Lead Quality and training (Customer Support)