Quality Assurance Lead

5 days ago

GTB Nager, India beBeeLeadership Full time ₹ 10,00,000 - ₹ 15,00,000

Job Overview:

We seek an analytical and experienced Quality Assurance Lead to optimize the customer experience through data-driven quality monitoring, feedback, and continuous improvement initiatives.

Key Responsibilities:

  • Lead quality assurance processes for all customer service interactions (voice, email, chat).
  • Evaluate interactions based on quality parameters like communication, resolution accuracy, compliance, empathy, and customer satisfaction.
  • Identify trends, recurring issues, and performance gaps to recommend coaching and training interventions.
  • Provide constructive and actionable feedback to customer support teams.
  • Collaborate with Training, Operations, and Product teams to design and roll out performance improvement plans.
  • Develop and maintain quality dashboards, reports, and insights for leadership.
  • Drive improvements in CSAT, NPS, and FCR through deep interaction analysis.
  • Lead calibration sessions to ensure consistency and objectivity in evaluations.
  • Monitor adherence to SOPs, company policies, and regulatory requirements.
  • Stay abreast of customer service trends, tools, and best practices.

Requirements:

  • Bachelor's degree (preferred: Business, Communications, or related field).
  • Minimum 3+ years of experience in a Quality Analyst/Quality Manager role, preferably in the customer service domain.
  • Strong command of QA tools, CRM systems, and interaction monitoring platforms.
  • Proven ability to analyze call/chat/email data and drive quality improvements.
  • Excellent listening, coaching, and communication skills.
  • Ability to work in a fast-paced, customer-centric environment.
  • Strong reporting skills with the ability to translate metrics into strategic insights.
  • Self-starter with strong organizational and leadership qualities.

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