Team Lead Customer Support Contact Center

5 days ago

Bengaluru, Karnataka, India Medi Assist Full time ₹ 1,20,000 - ₹ 5,00,000 per year

QA Team Leader - Contact Center

Location: Bangalore

CTC: Up to 5 LPA

Work Mode: Work From Office

Job Type: Full-Time

About the Role

We are hiring a QA Team Leader to monitor call quality, support agent performance, and enhance customer experience. This role involves reviewing customer interactions, tracking key metrics, and ensuring service quality across the contact center.

Responsibilities

  • Analyze call center data to identify customer trends and improvement opportunities.
  • Track key performance metrics such as SL, AL, FTR, CSAT, shrinkage, and attrition.
  • Prepare and share regular quality and performance reports with management.
  • Review agent conversations across all customer touchpoints.
  • Participate in call calibration sessions to maintain quality consistency.
  • Identify performance gaps and provide coaching and constructive feedback.
  • Recommend improvements to processes and policies based on QA findings.
  • Strengthen product and process knowledge across teams.
  • Support vendor quality management activities.
  • Work on tech-driven solutions to reduce manual efforts and improve customer experience.
  • Contribute to creating systems/platforms that ensure uniform information across teams.
  • Engage in customer listening to identify pain points.
  • Handle escalations from agents and customers as needed.

Requirements

  • Experience in a call center or customer service environment is required.
  • Prior team lead or supervisory experience is preferred.
  • Strong communication and interpersonal skills.
  • Good problem-solving and conflict-resolution ability.
  • Ability to analyze data and generate performance reports.
  • Proficiency in call center tools, QA systems, and CRM software.
  • Strong organizational and time-management skills.
  • Flexible to work evenings/weekends if required.
  • Minimum high school diploma; higher education preferred.
  • Positive attitude and strong leadership qualities.

NOTE: Interested candidates are requested to email their updated resume to along with their available date and time to visit our Bangalore office for an interview.

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