IJP : QA Lead - CA

Job Overview :

The Quality Assurance (QA) Lead oversees the quality assurance program in the customer care call center, ensuring that customer interactions meet company standards for excellence, compliance, and customer satisfaction.

This role involves leading the QA team, developing quality strategies, monitoring performance trends, and driving continuous improvement initiatives. The QA Lead acts as a bridge between quality assurance, operations, and training to deliver a seamless customer experience.

Key Accountabilities :

1. Team Leadership and Development

• Lead, mentor, and manage a team of QA coaches, analysts, and evaluators.
• Provide training and guidance to the QA team to ensure consistency and

accuracy in quality evaluations.

2. Performance Monitoring and Feedback

interactions to ensure quality standards are met.

teams based on evaluation results.

address areas of concern.

3.Data Analysis and Reporting

trends and opportunities for improvement.

customer satisfaction and operational efficiency.

4. Process Improvement and Collaboration

initiatives with business objectives.

satisfaction, and service delivery.

complex customer service scenarios and best practices.

5. Customer-Centric Focus

customer satisfaction.

QUALIFICATION & SKILLS :

Experience :

Technical Skills :