Job
Description
Team Lead – Customer Care
Quampetence : On-site - Gurgaon, Haryana, India
Full-time · Team Leader | Operations
Department: Operations Customer Support
Location: 10th Floor, Capital Business Park, Sector-48, Gurgaon
Reports To: Customer Support Manager / Services Manager
Salary: Upto 5.5 LPA
Who We Are
Quampetence is a leading Business Process Management (BPM) company, trusted by global enterprises and fast-growing startups across diverse sectors including Healthcare, Retail, E-commerce, Consumer Electronics, Online Gaming, Agrotech and more. We specialize in delivering end-to-end customer experience (CX) solutions from multilingual contact center operations to customer engagement, AI contact center services and retention strategies.
We are proud to be a two-time Great Place to Work® certified organization and hold the ISO 27001 certification, reflecting our commitment to employee well-being, data security, and operational integrity. At Quampetence, we believe great customer experiences start with great people—and our diverse, collaborative, and growth-oriented work culture reflects that philosophy.
As we continue to grow, we’re looking for Dental Customer Support Specialist who can blend clinical understanding with a customer-first mindset.
About the Role
We are seeking an experienced and dynamic Team Lead to guide and manage a team supporting premium customers of a leading quick-commerce company. This is a blended process (voice + non-voice) that requires high attention to detail, excellent communication skills, and the ability to lead teams handling high-order-value product queries.
The ideal candidate will have hands-on experience in managing customer service teams, maintaining service quality, driving process excellence, and ensuring a seamless support experience for premium users.
Key Responsibilities
Oversee day-to-day operations for a team handling premium customer interactions across chat, and email.
Monitor and ensure adherence to quality standards, communication guidelines, and operational processes.
Conduct regular coaching, feedback sessions, and performance reviews to drive team excellence.
Analyze KPIs such FRT, AHT, CSAT, Quality, and Attendance to identify areas of improvement.
Ensure all escalations and grievance cases are managed with speed, empathy, and accuracy.
Collaborate with internal teams to streamline processes, reduce friction points, and enhance customer satisfaction.
Maintain documentation, reports, and insights required by clients and internal leadership.
Ensure team discipline, roster adherence, and smooth functioning in a 24x7 operational setup.
What We're Looking For
Minimum 3 year of experience in the BPO industry as a Team Leader, preferably in a customer service or operations role.
Strong leadership and team management abilities.
Excellent verbal and written communication skills.
Ability to analyze data and interpret performance metrics effectively.
Proficient in MS Office (Excel, Word, PowerPoint) and comfortable with call center tools and CRM software.
Problem-solving mindset with the ability to handle stressful situations calmly.
Good organizational and time management skills.
Key Performance Metrics (KPI’s)
Average Handling Time (AHT): Maintain within target range to balance efficiency and quality.
First Response Time (FRT): Ensure timely initial responses to all customer queries.
Customer Satisfaction (CSAT): Achieve and maintain high customer satisfaction scores.
Attendance and Punctuality: Monitor team adherence to shift timings and attendance policies.
Adherence to Schedule: Ensure agents follow their assigned schedules strictly.
Quality Scores: Maintain high quality scores through regular monitoring and coaching.
Quality Analyst
About the Role
We are looking for a detail-oriented and experienced Quality Analyst (QA) to monitor and evaluate customer interactions across voice, chat, and email channels. The QA will ensure compliance with quality standards and provide feedback and insights to improve the overall customer experience and agent performance.
Key Responsibilities
Monitor and evaluate customer interactions across chat, and email support.
Assess agent performance based on quality parameters such as communication skills, process adherence, empathy, grammar, resolution accuracy, and compliance.
Provide actionable feedback and coaching to agents to improve quality and performance.
Maintain quality monitoring reports and share trends with leadership.
Collaborate with Training and Operations teams to develop and improve agent training materials and SOPs.
Participate in calibration sessions with internal and client QA teams to ensure consistency in scoring.
Identify process gaps, training needs, and opportunities for improvement.
Prepare and present quality analysis reports and dashboards on a regular basis.
· Assist in designing QA scorecards and process documentation
What We're Looking For
2+ years of experience in quality monitoring for voice, chat, and email in a BPO or customer service environment.
Strong understanding of customer service KPIs and quality metrics.
Excellent verbal and written communication skills.
Ability to give constructive feedback in a professional and motivating manner.
Familiarity with QA tools, CRM platforms, and ticketing systems (e.g., Zendesk, Salesforce, NICE, Verint).
Proficient in MS Excel and reporting tools.
Analytical mindset with attention to detail.
Ability to work independently and in a fast-paced environment.
Experience in both domestic and international processes.
Knowledge of quality management systems and auditing practices.
