Quality Lead

4 weeks ago

Greater Bengaluru Area, India Diversified Full time

Job Summary:

Exp - 7 to 10 years

Quality Lead Exp - 1 to 4 years


Reporting to the Director of Service Operations, Quality Lead is responsible for assessing the quality of the performance of the service desk employees. The Quality Lead will monitor inbound and outbound calls, email responses, and tickets to assess communication technical accuracy, service performance, and conformity to policies and procedures. The Quality Lead will help develop, create, and implement service desk quality processes and procedures; as well as make recommendations for enhancements to training materials as needed to enhance the team performance.


Primary Duties and Responsibilities:


  • Establish and refine internal standards for support and service desk quality assurance.
  • Review a selection of support agents’ interactions across various channels (calls, emails, chats, tickets etc.).
  • Evaluate support engagements against predetermined quality benchmarks.
  • Provide agents with constructive feedback and guidance during regular meetings.
  • Engage in dialogue with agents to elaborate on and clarify feedback.
  • Analyze customer service metrics (e.g., CSAT, FRT, IQS) and their correlation with support team performance.
  • Devise strategies to enhance support KPIs.
  • Assist in enhancing agent performance through targeted guidance and ongoing support.
  • Identify training and onboarding needs and spearhead relevant initiatives.
  • Monitor customer service performance at both individual agent and team levels.
  • Generate comprehensive reports reflecting support performance.
  • Communicate support team performance findings to upper management.
  • Identify process improvement opportunities to update SOPs
  • Foster a positive team culture.


Complexity :


  • Stress tolerance and adaptability.
  • Ability to deliver constructive feedback.
  • Ability to multitask.
  • Engage management team to provide recommendations and feedback.


Decision Making Authority :

  • Assess job performance and quality of employees.
  • Work with management teams on policies and procedures.
  • Make recommendations on process improvements.
  • Quality Control


Physical Working Environment :

Normal office conditions apply. Use of computer, monitors, and communication tools. Sitting for long periods of time.


Job Qualifications :

Education/Certifications:

  • Associate or Bachelor's degree (preferred)
  • Certifications pertinent to technology area(s) of expertise (preferred)


Required/Desired Knowledge, Experience and Skills:

  • Have hands-on experience working in call center or service desk quality assurance or related roles.
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Be tech-savvy and competent in Microsoft Office Suite or Google Workspace.
  • Knowledge and experience tracking key service desk QA metrics.
  • Have report writing, data visualization, and presentation skills.
  • Proven history of analytical and problem-solving skills from previous roles.
  • Ability to initiate and complete projects without supervision.
  • Ability to communicate with discretion, professionalism, and confidentiality when needed.
  • Ability to positively contribute to organizational culture.
  • Excellent verbal and written communication skills.
  • Ability to multitask and thrive in a fast-paced (dynamic) environment.


Location : Hebbal, Bangalore

  • Quality Lead

    4 weeks ago

    Greater Bengaluru Area, India Diversified Full time

    Job Summary: Exp - 7 to 10 yearsQuality Lead Exp - 1 to 4 yearsReporting to the Director of Service Operations, Quality Lead is responsible for assessing the quality of the performance of the service desk employees. The Quality Lead will monitor inbound and outbound calls, email responses, and tickets to assess communication technical accuracy, service...

  • Quality Lead

    4 weeks ago

    Greater Bengaluru Area, India Diversified Full time

    Job Summary: Exp - 7 to 10 yearsQuality Lead Exp - 1 to 4 yearsReporting to the Director of Service Operations, Quality Lead is responsible for assessing the quality of the performance of the service desk employees. The Quality Lead will monitor inbound and outbound calls, email responses, and tickets to assess communication technical accuracy, service...

  • Quality Lead

    4 weeks ago

    Greater Bengaluru Area, India Diversified Full time

    Job Summary: Reporting to the Director of Service Operations, Quality Lead is responsible for assessing the quality of the performance of the service desk employees. The Quality Lead will monitor inbound and outbound calls, email responses, and tickets to assess communication technical accuracy, service performance, and conformity to policies and procedures....

  • Quality Lead

    2 weeks ago

    Greater Bengaluru Area, India Diversified Full time

    Job Summary:Reporting to the Director of Service Operations, Quality Lead is responsible for assessing the quality of the performance of the service desk employees. The Quality Lead will monitor inbound and outbound calls, email responses, and tickets to assess communication technical accuracy, service performance, and conformity to policies and procedures....

  • Quality Assurance Test Lead

    2 weeks ago

    Greater Bengaluru Area, India Accolite Full time

    Job Title: Lead Cypress Automation EngineerLocation: Gurgaon / BangaloreExperience: 7+ YearsNotice Period : 15 to 30 days Work mode: HybridPrimary Skills : Cypress, BDD Framework, Api testingWe are looking for a Lead Cypress Automation Engineer to join our dynamic team. As a lead engineer, you will be responsible for designing, developing, and maintaining...

  • LEAD School

    2 months ago

    Bengaluru, India Lead School Full time

    Purpose of the Job:LEAD started with a vision to provide disruptive Ed-tech solutions for all stakeholders. Since then, LEAD has grown into a team of proficient individuals striving to transform education. In line with this vision and strategy, LEAD has been continuously working on creating world class products. We are looking to hire a Curriculum...

  • Quality Lead

    2 weeks ago

    Bangalore Metropolitan Area, India Diversified Full time

    Job Summary: Exp - 7 to 10 yearsQuality Lead Exp - 1 to 4 yearsReporting to the Director of Service Operations, Quality Lead is responsible for assessing the quality of the performance of the service desk employees. The Quality Lead will monitor inbound and outbound calls, email responses, and tickets to assess communication technical accuracy, service...

  • Quality Lead

    4 weeks ago

    Bangalore Metropolitan Area, India Diversified Full time

    Job Summary: Exp - 7 to 10 yearsQuality Lead Exp - 1 to 4 yearsReporting to the Director of Service Operations, Quality Lead is responsible for assessing the quality of the performance of the service desk employees. The Quality Lead will monitor inbound and outbound calls, email responses, and tickets to assess communication technical accuracy, service...

  • Quality Lead

    4 weeks ago

    Bangalore Metropolitan Area, India Diversified Full time

    Job Summary: Exp - 7 to 10 yearsQuality Lead Exp - 1 to 4 yearsReporting to the Director of Service Operations, Quality Lead is responsible for assessing the quality of the performance of the service desk employees. The Quality Lead will monitor inbound and outbound calls, email responses, and tickets to assess communication technical accuracy, service...

  • Quality Lead

    4 weeks ago

    Bangalore Metropolitan Area, India Diversified Full time

    Job Summary: Reporting to the Director of Service Operations, Quality Lead is responsible for assessing the quality of the performance of the service desk employees. The Quality Lead will monitor inbound and outbound calls, email responses, and tickets to assess communication technical accuracy, service performance, and conformity to policies and procedures....

  • Attacama Specialist Data Quality

    4 weeks ago

    Greater Bengaluru Area, India Tech Mahindra Full time

    Job Title: Attacama Specialist Data Quality Minimum Experience : 5-15 yrs Location: Any Offshore Tech Mahindra Locations WFO/WFH/Hybrid: Hybrid Role Responsibilities: Minimum of 6 years of experience as a Data Quality Analyst and experience of data quality management in a large organization, being familiar with working within a data quality framework to...

  • Attacama Specialist Data Quality

    4 weeks ago

    Greater Bengaluru Area, India Tech Mahindra Full time

    Job Title: Attacama Specialist Data QualityMinimum Experience : 5-15 yrsLocation: Any Offshore Tech Mahindra LocationsWFO/WFH/Hybrid: HybridRole Responsibilities: Minimum of 6 years of experience as a Data Quality Analyst and experience of data quality management in a large organization, being familiar with working within a data quality framework to perform...

  • Attacama Specialist Data Quality

    1 month ago

    Greater Bengaluru Area, India Tech Mahindra Full time

    Job Title: Attacama Specialist Data Quality Minimum Experience : 5-15 yrs Location: Any Offshore Tech Mahindra Locations WFO/WFH/Hybrid: Hybrid Role Responsibilities: Minimum of 6 years of experience as a Data Quality Analyst and experience of data quality management in a large organization, being familiar with working within a data quality framework to...

  • Quality Assurance Architect

    2 weeks ago

    Greater Hyderabad Area, India ValueLabs Full time

    Note: We are Looking for Only Immediate Joiners or who join within 10 days.Job Title: QA ArchitectJob Description:The QA Architect, Automation Testing, DevOps is responsible for designing, implementing, and maintaining a comprehensive quality assurance and testing strategy for the organization's software development lifecycle. The QA Architect will lead the...

  • Quality Assurance Architect

    2 weeks ago

    Greater Hyderabad Area, India ValueLabs Full time

    Note: We are Looking for Only Immediate Joiners or who join within 10 days.Job Title: QA ArchitectJob Description:The QA Architect, Automation Testing, DevOps is responsible for designing, implementing, and maintaining a comprehensive quality assurance and testing strategy for the organization's software development lifecycle. The QA Architect will lead the...

  • Lead Quality

    2 weeks ago

    Bengaluru, Karnataka, India Razorpay Full time

    The Role:The Lead is responsible for overseeing the quality assurance processes and training programs within the organization. This role ensures that quality standards are met consistently and that employees are provided with the necessary training to perform their duties effectively. The Lead Quality and Training will develop and implement quality control...

  • Quality Lead

    7 days ago

    Bengaluru, India BHIVE Workspace Full time

    Job Title: Lead Quality Assessment/CheckJob Summary : The Lead Quality Assessment/Check is responsible for overseeing the quality assurance processes within the organization, ensuring that products and services meet established standards of quality, reliability, and performance. This role involves leading a team of quality assurance professionals, developing...

  • Power Quality Engineer

    4 days ago

    Greater Bengaluru Area, India JEF GROUP Full time

    Power Quality Engineer, Bangalore About JEF:JEF is an innovative company with Indian roots and an extensive international presence across 23 countries in the ASEAN, Middle Eastern, African and European regions. We have been the preferred vendor for prestigious projects in many countries with 3000+ global customers and an astounding 90% customer retention...

  • Quality Lead

    4 weeks ago

    Bengaluru, India Diversified Full time

    Job Summary:Exp - 7 to 10 yearsQuality Lead Exp - 1 to 4 yearsReporting to the Director of Service Operations, Quality Lead is responsible for assessing the quality of the performance of the service desk employees. The Quality Lead will monitor inbound and outbound calls, email responses, and tickets to assess communication technical accuracy, service...

  • Quality Lead

    6 days ago

    Bengaluru, India BHIVE Workspace Full time

    Job Title: Lead Quality Assessment/CheckJob Summary : The Lead Quality Assessment/Check is responsible for overseeing the quality assurance processes within the organization, ensuring that products and services meet established standards of quality, reliability, and performance. This role involves leading a team of quality assurance professionals, developing...