Job Description: We are looking for a Quality Lead with extensive experience in quality assurance within a call center environment. The ideal candidate will possess strong leadership skills, a keen eye for detail, and a commitment to maintaining the highest quality standards. As a Quality Lead, you will play a crucial role in ensuring for call center operations meet all regulatory and customer requirements, while driving continuous improvement initiatives.

Key Responsibilities:

Audit Planning:

• Plan and manage end-to-end transactional audits for monitoring service quality across all lines of business (Chat/Inbound).
• Ensure adherence to sampling and coverage guidelines.cover audits for the complete customer lifecycle to understand and analyze end-to-end process efficiency and effectiveness.
• Prepare a detailed schedule for audits, allocate audits to respective Quality Analysts, and share the schedule in the form of an Audit Planner.
• Plan and conduct dip-checks, i.e., random checks to assess process knowledge of the agents.
• Plan and organize business audits to analyze and identify the root cause of specific business problems highlighted by the MIS team or respective stakeholders.

Quality Process Implementation:

• Coordinate and facilitate call calibration sessions for TLs, call center agents, trainers, and inter-team among QAs to ensure alignment with pre-defined quality standards.
• Provide feedback to call center team leaders and managers.
• Develop and implement tests and assessments for evaluating process adherence to quality standards.
• Perform tasks such as “check the checker” in case of audits and assessments.
• Conduct business audits, analyze agent performance over a fixed period, and identify the root cause of problem areas as highlighted.
• Streamline audit processes across LOBs and ensure the accuracy of the data in audit findings.
• Respond to disputes shared by the CC operations leads in case of disagreement on audit results and conduct re-audits as necessary.

Project Management:

• Assess existing practices and procedures for process improvement opportunities across all Contact Centre businesses.
• Drive projects to ensure process/system improvement to increase operational efficiency.
• Work towards reducing costs and service delivery timelines.

Stakeholder Management:

• Provide actionable data to various internal support teams like training and team leaders as needed.
• Act as a liaison between the call center and multiple departments within the organization to ensure customer satisfaction is met.
• Collaborate with quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.

MIS & Reporting:

• Compile and track the performance of agents at a team and individual level.
• Maintain and share monthly reports on quality and customer satisfaction on both internal and external measures as required.
• Prepare and analyze internal and external quality reports for management review.

Team Management:

• Manage the performance of the Quality Analysts and ensure adherence to pre-defined standards, guidelines, and procedures.
• Support the team in conducting audits and ensure prompt responses to queries/concerns raised by the team, thereby clearing doubts/apprehensions.
• Ensure personal and professional development of the team members.

Qualifications:

• Bachelor’s degree in Business Administration, Quality Management, or a related field.
• Minimum of 3-5 years of experience in quality assurance within a call center environment, with at least 1 years in a leadership role.
• Strong knowledge of quality management systems and call center operations.
• Proven experience with quality audits, call monitoring, and compliance.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Attention to detail and a commitment to maintaining high-quality standards.
• Proficiency in quality management software and call monitoring tools.
• Certification in quality management (e.g., Six Sigma) is a plus.