Quality Team Lead

Job Description

Key Roles & Responsibilities

1. Team Leadership

• Lead, mentor, and manage a team of Quality Analysts.
• Set performance goals and monitor individual and team KPIs.
• Conduct regular one-on-one meetings, coaching sessions, and performance reviews.
• Develop succession plans and identify training needs for QA team members.

2. Quality Monitoring & Audits

• Oversee quality audits for Voice, Non-Voice, Email, Chat, and Back-office processes.
• Ensure evaluations are completed within defined SLAs.
• Monitor quality scores and maintain audit accuracy.
• Review critical customer interactions and high-risk cases.

3. Compliance & Risk Management

• Ensure adherence to BFSI and FinTech regulations, internal policies, and client requirements.
• Monitor compliance with KYC, AML, RBI guidelines, PCI-DSS, GDPR, and information security standards (as applicable).
• Identify compliance risks and recommend corrective actions.
• Participate in internal, external, and client audits.

4. Calibration & Governance

• Conduct internal and client calibration sessions to maintain scoring consistency.
• Standardize quality evaluation methodologies across the team.
• Ensure alignment between Operations, Training, and Quality.

5. Performance Improvement

• Analyze quality trends and identify recurring issues.
• Develop action plans to improve CSAT, Quality Scores, and First Contact Resolution (FCR).
• Partner with Operations and Training to implement improvement initiatives.

6. Data Analysis & Reporting

• Prepare daily, weekly, and monthly quality dashboards.
• Present insights on quality performance, customer complaints, compliance gaps, and operational risks.
• Track process improvements and measure their effectiveness.

7. Customer Experience Management

• Drive initiatives to improve customer satisfaction and service quality.
• Analyze customer feedback and complaint trends.
• Recommend process enhancements to improve the overall customer journey.

8. Stakeholder Management

• Collaborate with Operations Managers, Training Teams, Clients, Compliance Teams, and Business Leaders.
• Participate in client governance meetings and quality reviews.
• Present quality performance metrics and improvement plans.

9. Process Improvement

• Lead Root Cause Analysis (RCA) for recurring quality issues.
• Implement Lean, Six Sigma, or continuous improvement initiatives.
• Recommend automation and quality enhancement opportunities.

10. Documentation & Knowledge Management

• Maintain quality frameworks, SOPs, audit documentation, and process updates.
• Ensure timely communication of policy and process changes to the QA team.

Required Skills

• Strong knowledge of BFSI & FinTech operations.
• Excellent understanding of KYC, AML, Fraud Prevention, Banking Operations, Digital Payments, and Financial Services.
• Experience with Quality Monitoring Frameworks, COPC, ISO standards, and regulatory compliance.
• Strong analytical and problem-solving abilities.
• Excellent communication, coaching, and leadership skills.
• Advanced proficiency in MS Excel, PowerPoint, Power BI, and quality reporting tools.
• Experience with CRM platforms and QA tools.

Contact Person : Harsh Vardhan

Whatsapp : 6395682569

More Info

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