Found Description
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...