Job Summary
The Quality Team Lead manages the quality assurance function for a voice-based call center process. The role leads Quality Analysts, governs inbound and outbound call evaluations, strengthens agent performance, and drives improvements in customer experience, compliance, and operational effectiveness through data-led coaching and stakeholder collaboration
Key Responsibilities
- Lead, coach, and develop Quality Analysts to achieve defined productivity, accuracy, and performance targets.
- Allocate call-monitoring activities and ensure adequate quality coverage across teams, call types, and shifts.
- Conduct performance reviews, one-to-one discussions, and development planning for the Quality team.
- Oversee inbound and outbound call evaluations using approved quality scorecards and monitoring guidelines.
- Ensure timely completion of audits and accurate identification of critical, compliance, and customer-impacting errors.
- Review analyst evaluations to maintain scoring accuracy, consistency, and adherence to call-handling standards.
- Partner with Operations Team Leaders to deliver structured, evidence-based coaching to call center agents.
- Develop and track action plans addressing communication, process knowledge, customer handling, and compliance gaps.
- Measure coaching effectiveness through follow-up audits and share call-handling best practices across teams.
- Conduct regular calibration sessions with Quality, Operations, Training, and client stakeholders.
- Ensure consistent interpretation of scorecard parameters, error definitions, and quality standards.
- Document calibration outcomes, track evaluator variance, and implement corrective actions to improve alignment.
- Prepare and publish accurate daily, weekly, and monthly quality reports and dashboards.
- Analyze performance by agent, team, call type, error category, customer issue, and tenure group.
- Present key trends, root causes, risks, and actionable recommendations during performance reviews.
- Analyze complaints, escalations, repeat calls, and low-satisfaction interactions to identify improvement opportunities.
- Promote empathy, ownership, active listening, clear communication, and effective call resolution.
- Recommend actions to improve customer satisfaction, first-call resolution, and the overall call experience.
- Monitor adherence to authentication, data privacy, mandatory disclosures, and documentation requirements.
- Escalate critical errors, suspected fraud, misconduct, data-security incidents, and customer-impacting risks.
- Maintain complete quality and coaching records and support internal, client, and compliance audits.
- Conduct root cause analysis to identify recurring call-quality, process, system, and knowledge defects.
- Recommend corrective and preventive actions to improve scripts, workflows, systems, and call-handling procedures.
- Lead or support continuous-improvement initiatives and track agreed actions through closure.
- Partner with Training and Operations to identify learning needs from quality-monitoring results.
- Provide quality inputs for new-hire training, nesting, refresher programs, and process-change training.
- Review training materials, call scripts, and knowledge articles to address recurring performance gaps.
- Act as the primary point of contact for call-quality performance, risks, and improvement initiatives.
- Present quality results and action plans during internal, client, and business governance meetings.
Collaborate with Operations, Training, Workforce Management, Technology, and leadership to close quality actions
Skill Requirements
- Bachelor's degree in any discipline from a recognized university or institution.
- Certification in Quality Management, Lean, Six Sigma, COPC, or Customer Experience is preferred.
- Relevant call center, audit, or quality assurance certification will be an added advantage.
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- 4 to 7 years of experience in call center, customer service, or business process outsourcing operations.
- Minimum 2 years of experience as a Quality Analyst, Senior Quality Analyst, Quality Coach, Subject Matter Expert, or similar role.
Other Requirements
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Call monitoring, quality scorecards, inbound and outbound operations, critical-error identification, and audit governance. |
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Team management, performance coaching, work allocation, accountability, conflict resolution, and talent development. |
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Quality trend analysis, root cause analysis, dashboards, Microsoft Excel, PowerPoint, and preferably Power BI. |
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Active listening, empathy, ownership, complaint analysis, first-call resolution, and customer satisfaction improvement. |
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Customer authentication, data privacy, mandatory disclosures, information security, documentation, and audit readiness. |
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Clear verbal and written communication, constructive feedback, presentation, facilitation, and stakeholder management. |
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Pareto analysis, Five Whys, fishbone analysis, corrective and preventive actions, and change implementation. |
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CRM, call-recording, quality-management, ticketing, knowledge-base, and speech-analytics tools. |
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Attention to detail, objectivity, integrity, resilience, collaboration, problem solving, and prioritization. |