Quality Lead (BPO)

Job Title: Quality Lead

Key Responsibilities

• Develop, implement, and manage quality assurance frameworks across customer care operations (voice and non-voice).
• Monitor and evaluate customer interactions to ensure compliance with service standards, policies, and regulatory requirements.
• Analyze quality performance data and generate reports with actionable insights.
• Identify performance gaps and collaborate with Team Leaders to drive improvement plans.
• Conduct calibration sessions and provide structured feedback and coaching to enhance service quality.
• Lead quality improvement initiatives to enhance customer satisfaction and operational efficiency.
• Ensure alignment between quality standards and overall business objectives.

Qualifications & Requirements

• Bachelors degree in Business Administration, Commerce, or a related field (preferred).
• 3–5 years of experienc...