Team Leader

Job Description

Key Roles & Responsibilities:

1. Quality Governance & Strategy

• Design and implement a quality assurance framework aligned to client SLAs, KPIs, and business outcomes.
  
• Own the governance of internal and client-side calibrations, RCA, and continuous improvement initiatives.
  
• Develop process maturity models and quality transformation roadmaps using Six Sigma and Lean methodologies.
  

2. Team & Performance Management

• Lead and manage a team of Quality Analysts (QAs), ensuring adherence to timelines, audit targets, and performance benchmarks.
  
• Monitor and report on team-level productivity, accuracy trends, sampling coverage, and audit impact metrics.
  
• Handle hiring, onboarding, training, and mentoring of QAs in collaboration with the Training and Ops teams.
  

3. Analytical & Quality Insights

• Perform deep-dive error analysis using Pareto charts, heat maps, and trend analysis tools.
  
• Drive L1 and L2 error investigations, post-incident reporting, and feedback loops.
  
• Prepare client decks and dashboards showcasing RCA findings, improvements, and QA impact on KPIs.
  

4. Stakeholder & Dispute Management

• Serve as the escalation point for quality-related disputes between QAs, associates, and operations.
  
• Manage relationships with client-side quality stakeholders, participate in QBRs and strategic reviews.
  
• Collaborate with Training and Ops to close TNI (Training Needs Identification) and improve coaching effectiveness.
  

5. Process Compliance & Audit Management

• Ensure compliance with internal SOPs, process documentation, and regulatory guidelines.
  
• Lead audits for new processes during transitions and design parameter-based Quality Forms as per business needs.
  
• Conduct VSM (Value Stream Mapping) and FMEA (Failure Modes and Effects Analysis) during transitions and process redesign.
  

6. Continuous Improvement & Projects

• Lead and mentor team/project members on Kaizens, Six Sigma projects, and KPI improvement initiatives.
  
• Plan and implement action plans for low-performing quartiles and drive performance normalization across cohorts.
  
• Track closure of improvement projects and measure tangible business outcomes.
  

7. Leadership & People Development

• Inspire, motivate, and develop QA team members through regular coaching, performance reviews, and succession planning.
  
• Create an inclusive and accountable team environment focused on innovation, agility, and client-centricity.
  

Cultivate a culture of quality ownership and high performance across the organization

Requirements

CRITICAL COMPETENCIES FOR SUCCESS:

Leadership & Team Management

• Motivating Others: Ability to inspire and motivate team members to achieve individual and collective performance goals. Demonstrates empathy and helps foster a supportive team environment.
  
• Performance Management: Strong skills in monitoring performance and providing coaching to improve skills. Comfortable with setting up structured PIPs and driving accountability.
  
• Delegation & Empowerment: Effectively delegates tasks and responsibilities to team members, while empowering them to take ownership and initiative.
  

Stakeholder-Centric Approach

• Stakeholder Relationship Building: Proven ability to build and maintain positive relationships with clients. Strong interpersonal skills for managing client expectations and handling escalations.
  
• Customer Focus: Understands client needs and is proactive in addressing them. Consistently delivers service excellence and seeks feedback to enhance satisfaction.
  

Communication & Collaboration

• Clear Communication: Excellent communication skills, both verbal and written, for managing internal teams and liaising with clients. Capable of simplifying complex issues for different audiences.
  
• Conflict Resolution: Adept at addressing conflicts within the team or with clients in a manner that promotes positive outcomes and maintains relationships.
  

Innovation & Continuous Improvement

• Innovation Mindset: Encourages the adoption of new ideas, processes, or technologies that improve customer experience and operational performance. Committed to professional growth, staying updated on industry trends, and encouraging the same in team members.
  
• Benchmarking Best Practices: Regularly evaluates industry standards and competitors to implement best practices within the voice process.