Quality Excellence - Team Lead | BPO, EXL

Overview

The Quality Assistant Manager (Team Lead) oversees the QAs process to ensure we meet the company standards and client / customer expectations. Responsible in monitoring and improving quality procedures, leading a team, and collaborating with different stake holders and client.

The role involves collaborating closely with QAs and the management to resolve quality issues, CSAT / NPS / FCR Analysis, coach QAs and implement corrective and preventive actions. Will also participates in audits when necessary, document quality metrics, and supports the development of quality improvement initiatives to enhance overall quality and operational efficiency.

Responsibilities

• Demonstrate strong leadership skills by guiding, motivating, and developing quality team
• Monitor and inspect audit processes to ensure compliance with quality standards and specifications
• Analyze quality data and metrics to identify trends and areas of improvements
• Conduct coaching sessions for the quality team
• Collaborate with different stakeholders and clients
• Perform internal audits (Q4Q) to check the accuracy of the team
• People-oriented approach, fostering team work and open communication
• Strong attention to details and analytical skills
• Basic knowledge in Microsoft excel

Qualifications

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