Quality Team Lead

Job description

• Quality Assurance & Monitoring
• Oversee call, email, and chat monitoring to ensure adherence to quality standards.
• Evaluate customer interactions based on predefined scoring models and provide feedback.
• Identify trends, strengths, and areas for improvement across agent performance.
• Ensure compliance with company policies, industry regulations, and customer service best practices.
• Coaching & Development
• Provide coaching and feedback to quality analysts and customer service agents.
• Develop and deliver training sessions to improve agent performance and service quality.
• Conduct calibration sessions with the quality team and operations to ensure consistency in evaluations.
• Process Improvement & Reporting
• Analyze quality assurance data to identify patterns and improvement opportunities.
• Collaborate with operations and training teams to implement process enhancements.
• Generate reports on quality performance metrics and present findings to management.
• Lead initiatives to improve customer satisfaction and first-call resolution.
• Leadership & Team Management
• Supervise and mentor a team of quality analysts, setting clear goals and expectations.
• Foster a culture of continuous improvement and customer-centricity within the team.
• Coordinate workload distribution and ensure timely completion of quality evaluations.
• Act as a bridge between the quality team and other departments to drive alignment.

Section Four : Key Interactions

Internal :   Marketing team, IT team, Service Excellence, unit team

External :  PRM and Marketing Cloud partners, Callers, Patients

Section Five : Knowledge, Skills and Experience

Educational qualifications / Certification (Threshold educational background required to execute the role)

Graduation

Relevant experience (Type / Nature and years of relevant experience required to execute the role)

Experience :  3-5 years in quality assurance within a contact center, with at least 1-2 years in a leadership role.

Threshold skills and capabilities required to execute the role (Functional & Behavioural)

Strong knowledge of quality assurance methodologies and call monitoring tools.

Excellent coaching, mentoring, and leadership abilities.

Analytical mindset with the ability to interpret data and drive actionable insights.

Strong communication skills, both written and verbal.

Ability to work collaboratively with different teams.

Proficiency in Microsoft Office, CRM software, and quality monitoring systems.

Skills Required

Quality Assurance Model, creative coaching