Team Lead

3 hours ago


Bengaluru, Karnataka, India Flobiz A Unit Of Valorem Stack Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Urgent Hiring for Team Lead - Quality and training (Customer Support)

Key Responsibilities

  • Own and manage the Quality Assurance (QA) framework for both voice and chat processes.
  • Analyze QA data to identify performance trends, process gaps, and training needs.
  • Partner with operations and process excellence teams to implement corrective and preventive action plans.
  • Publish weekly/monthly quality dashboards highlighting team performance and improvement opportunities.
  • Design and deliver onboarding, refresher, and upskilling training programs for support associates.
  • Collaborate with SMEs and process owners to update SOPs and training materials.
  • Track training effectiveness through post-training assessments and performance metrics.
  • Lead a team of quality analysts and/or trainers, ensuring their productivity, growth, and alignment with business goals.

Requirements

  • Understanding of Customer support operations, preferably in both voice and chat channels.
  • Excellent communication, analytical, and stakeholder management skills.
  • 4+ years of experience in customer support quality & training, with at least 1 year in a team lead or supervisory role.
  • Deep understanding of QA methodologies, sampling techniques, and scoring mechanisms for both voice and chat

Contact details : /


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