Quality Analyst – Customer Support

Job Title : Team Leader – Customer Support

Department : Operations – US Travel Desk

Location : Hyderabad, Telangana

Employment Type : Full-time

Shift Timing : Rotational shifts including weekends and night shifts

Experience Required : Minimum 3 years in a similar leadership role within an international BPO setup

Education : Graduate (mandatory)

Job Summary :

The Team Leader is responsible for supervising a team of Customer Support Executives handling

travel-related customer queries across voice, email, and chat channels for the US market. The

position demands proactive leadership, sharp process knowledge, performance monitoring, and

rigorous adherence to KPIs and compliance parameters in a travel helpdesk environment.

Key Responsibilities :

• Manage, supervise, and monitor daily operational performance of the assigned team to meet service levels and process metrics.
• Drive agent-level efficiency in resolving complex customer issues related to bookings, ticketing, refunds, cancellations, and itinerary changes.
• Conduct quality assessments and side-by-side coaching for process adherence, communication, soft skills, and customer satisfaction.
• Execute daily team briefings, one-on-one sessions, monthly appraisals, and performance improvement plans where required.
• Ensure timely and error-free scheduling, attendance tracking, shift rosters, and shrinkage control.
• Handle all Level 1 escalations with professionalism and escalate further as needed with complete documentation and root cause reporting.
• Collaborate closely with QA, Training, and WFM teams for performance calibration, feedback, and continuous improvement.
• Submit daily, weekly, and monthly team performance reports to Operations Manager and stakeholders.
• Maintain an environment of motivation, discipline, transparency, and accountability.

Required Skills & Competencies :

Mandatory Requirements :