Team Lead - Quality Analyst
Team Lead - Quality Analyst
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Job Description
Job Title: Team Lead – Quality Analyst (US Voice Process)
Location: Hinjewadi Pune
Experience Required: 7 Years
Notice Period: Immediate Joiners Preferred
Shift Timing: US Shift (Night Shift)
Job Summary:
We are seeking an experienced and detail-oriented Team Lead – Quality Analyst to oversee and ensure the quality standards of our US Voice Process operations. The ideal candidate will have over 7 years of experience in quality analysis within voice-based BPO processes with proven team management capabilities and expertise in US process quality standards.
Key Responsibilities:
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Lead and mentor a team of Quality Analysts to monitor and improve call quality for the US voice process.
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Drive process improvements through analysis of quality trends and root cause identification.
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Conduct regular audits call calibrations and feedback sessions with agents and team leads.
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Collaborate with operations training and compliance teams to ensure quality parameters are met consistently.
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Create and maintain reports related to quality metrics agent performance and process gaps.
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Ensure adherence to client SLAs and internal quality benchmarks.
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Handle escalations and ensure prompt resolution with appropriate corrective actions.
Key Requirements:
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Minimum 7 years of relevant experience in quality analysis for US voice processes including at least 3 years in a team lead or supervisory role.
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Strong understanding of quality frameworks (such as COPC Six Sigma basics) and QA tools.
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Excellent communication skills and ability to deliver effective feedback.
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Hands-on experience with quality monitoring software and CRM/ticketing tools.
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Strong analytical mindset with attention to detail.
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Flexibility to work in US shifts (Night shift).
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Immediate availability is a strong advantage.
Preferred Qualifications:
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Bachelor’s degree or equivalent.
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Quality certifications (e.g. Six Sigma COPC etc.) will be an added advantage.
Employment Type
Full Time
