Job Title: Quality Team Lead BPO Voice Process

Job Summary

The Quality Team Lead is responsible for leading the Quality Assurance (QA) team to ensure customer interactions meet organizational quality standards, client expectations, and compliance requirements. The role involves monitoring call quality, coaching QA analysts, analysing performance trends, driving continuous improvement initiatives, and partnering with Operations to enhance customer experience and agent performance.

Required Qualifications

- Bachelor's degree in any discipline.
- - 4–7 years of experience in a BPO/Contact Center, with at least 1–2 years of experience as a Quality Team Lead or Senior Quality Analyst.
- - Experience in international or domestic voice processes.
- Key Responsibilities

- Lead and manage a team of Quality Analysts (QAs), ensuring productivity and performance targets are achieved.
- Monitor and evaluate customer interactions based on defined quality parameters and client requirements.
- Conduct calibration sessions with Operations, Training, and clients to ensure scoring consistency.




- Analyze quality trends and identify opportunities for process and performance improvement.
- Provide actionable feedback and coaching recommendations to improve agent
- - Performance.
- - Salary: 2.5 LPA – 7.2 LPA CTC
- Location: Bangalore
- Shift: Rotational ad Day shift 6 Days Working | Off | Pick-up & Drop
- - Available
- Key Performance Indicators (KPIs)

- Quality Score
- Audit Accuracy
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- First Call Resolution (FCR)
- Compliance Score
- Agent Improvement Rate

Working Conditions

- 24/7 shift workplace based on business requirements.
- Rotational shifts and weekends may be required.
- Hybrid or work-from-office model, depending on business needs.
- Interested? Contact:

- Dipanshu – (phone hidden)
- - Mallik – (phone hidden)
- - Tejas – (phone hidden)
- Share your CV to:

- [email protected]
- [email protected]

- [email protected]
- [email protected]
- [email protected]

📌 Quality Team Lead BPO Voice Process (Bengaluru)
🏢 Inspiration Manpower Consultancy
📍 Bengaluru