Team Lead - Quality

Date:  May 5, 2026

Location: 

Bangalore, KA, IN

Requisition ID:  20596

Description: 

Location: Bangalore

Grade: F2

Designation: Team Lead - Quality

Process: Capability Development

Number of Positions: 05

Minimum Criteria: 

• All G and F2 grade employees can apply. It will be a vertical movement for G grade employees and lateral movement for F2 grade employees.
• Applicants should have completed a minimum tenure of 18 months in the organization and 12 months in their current role as on 01st March 2026.
• Performance rating of CME or above in the last 6 months.
• No documented disciplinary issues/PIP in the last 6 months and until the closure of IMP.
• Should have minimum 6 months’ experience in Voice quality - related activities like interaction evaluation, coaching, calibration & reporting.

Role & Responsibilities:

• Team Management:

  • Result oriented, proactive & strong on organizational skills, with the ability to multi-task at ease
  • Motivate, develop, counsel, and appraise team members so that their individual and team performance is of the required standard and meets the present and future needs of the business
  • Knows and uses methods of providing objective input to the appraisal process, discussing strengths and development needs as appropriate through both formal and informal channels.
  • Effectively uses a range of techniques to motivate team members and generate active commitment towards the achievement of team objectives especially in times of change
  • Willing to take on challenging assignments
  • Ability to work under pressure and to deliver on time and as per specifications
  • Eye for detail, reporting, people management, problem solving
  • Good verbal and written communication skills, to understand and communicate with various stake holders
  • Ability to manage their time well & prioritize tasks
  • Good analytical skills and ability to make decisions based on the situation
  • Experience in providing coaching & feedback to team members
  • Ability to assist with knowledge transfer and some level of coaching and feedback
  • Ability to easily pivot from administrative functions to group learning activities
  • No absenteeism, tardiness and/or behavioral issues

• Quality Assurance & Compliance:

  • Perform analysis of auditor trends by reviewing the MTD trends and individual time/audits report tabs
  • Perform audits on the auditors. Share findings during 1:1s and store for annual performance review reference
  • Participate in client calls to share trends, wins, risks, and escalations
  • Manage end-to-end dispute process- Support review and determinations for Level 1 Disputes. Provide education to the auditor when a dispute results in an overturn.
  • Offer ongoing coaching and feedback to help QAs improve their skills and knowledge and provide assistance with any challenges they may be facing.
  • Monitor & achieve adherence to service standards throughout various projects.
  • Daily review and dissemination of procedural updates received from clients to the team through agreed-upon channels with operational teams.
  • Conduct regular calibration sessions across the team, with clients & training and produce comprehensive reports while addressing unacceptable variations.
  • Efficiently coordinate and track serious process defects, ensuring corrective actions are promptly taken on the floor.

• Continuous Improvement & RCA Implementation:

  • Utilize QC tools for structured problem-solving and performance improvement
  • Conduct Root Cause Analysis (RCA) on recurring quality issues
  • Streamline customer journeys by eliminating inefficiencies and optimizing workflows

• Client Management:

  • Ability to effectively manage client relations & interactions, single-headedly
  • Engage in regular client discussions, governance meetings, and reviews to align expectations and enhance quality deliverables
  • Ensure timely reporting and resolution of quality issues, proactively addressing client concerns

• Training & Coaching:

  • Conduct Training Needs Analysis (TNA) to identify skill gaps and work with the training team to implement upskilling initiatives.
  • Partner with a training team to develop and deliver targeted training programs based on quality insights.

• Reporting, Governance & Data-Driven Insights:

  • Generate quality reports, dashboards, and insights based on QA evaluations.
  • Track weekly & monthly performance on agreed client KPIs and proactive share improvement actions to achieve the same.
  • Maintain QA documentation, compliance logs, and best practices repository for audits and continuous improvement.

Educational/Professional Qualifications:

• Graduation / Diploma in any discipline.
• Additional Certification in Improvement methodologies like Lean and Six Sigma and understanding of the QC tools will be an added advantage.

Required Skills:

• Knowledge on Excel & report making
• Experience in coaching, either face-to-face or in a virtual space.
• Strong data collection, analysis (RCA, TNI, quality tools), reporting, and governance skills.
• Experience working with cross-cultural teams.
• Ability to work across the training cycle from training needs analysis, design, delivery, and evaluation.
• Client/Customer Relationship Management experience with a proven ability to maintain and enhance business relationships.
• Passionate about developing others and fostering a culture of continuous learning.
• Strong innovation and creative problem-solving mindset.
• Flexible and adaptable to evolving business needs and challenges.
• Comfortable working 5 days a week in a fast-paced environment, across day/night rotating shifts.

Competencies that will be Assessed:

• Working knowledge of 7 QC Tools, Analytical & Problem-Solving Skills.
• Team handling & SLA achievement abilities.
• Hands on experience to work with MS office tools (Excel, ppt).
• Cross-Functional Collaboration.
• Client Engagement: Ability to manage and strengthen relationships with key clients and internal stakeholders.
• Coaching & Mentorship: Ability to provide structured feedback, training, and performance enhancement support.
• Knowledge of Quality Principles & Frameworks: Understanding of quality methodologies and Lean Six Sigma principles (certification is a plus).

Selection Procedure:

• HR Screening
• Rounds of Personal Interview

Application Process & Timelines:

Last date to apply on the job posting is 01st April 2026

PS: Strictly no extension allowed on Timelines

The selected candidates must be released within 15 days from the date of the announcement of the results.

Apply now »

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