Job Title: Quality & Training Team Leader - Mumbai

We are looking for a high-energy, high-impact Quality Lead to own the floor for our Sales and Support wings. In this role, you will be the ultimate gatekeeper of our service excellence and the performance engine for our team. Your mission is to ensure our Customer Success specialists deliver elite, world-class service to our big-ticket global clients while turning every interaction into a strategic, revenue-generating chance.

If you are a seasoned QA leader who loves being on the floor, diving deep into data, and using sharp, real-time coaching to fix performance gaps the moment they happen, this is your next breakthrough role.

Job Responsibilities

Real-Time Quality Engineering:

Conduct rigorous, high-frequency audits of sales calls and service interactions to maintain "Elite" standards. You don't just log errors—you optimize sales scripts and workflows on the fly to maximize retention and conversion.

On-the-Spot Coaching:

Act as the heartbeat of the shift. You don't wait for weekly 1-on-1s; you provide immediate, real-time course correction and tactical coaching to specialists right after a call ends.

Mastery & Mentorship:

Ensure the team maintains a flawless understanding of Product Knowledge, Process Flows, and internal tools. You will lead hyper-focused "Level-Up" workshops on advanced negotiation, objection handling, and high-stakes communication frameworks.

Revenue Gap Analysis

Keep a sharp eye out for missed upselling and cross-selling opportunities within high-value accounts,



ensuring our team is proactively solving deeper problems for creators.

CRM & Data Command:

Leverage Zoho CRM to monitor performance trends, client lifecycles, and strict compliance with global communication protocols.

Performance Intelligence

Maintain daily transparency dashboards on quality scores, floor morale, and compliance. Turn raw quality metrics into an actionable narrative of growth for stakeholders.

Drive Floor Productivity & Efficiency:

Transition the team from reactive handling to proactive execution; use real-time data audits and high-impact micro-coaching to cut down Average Handling Time (AHT) while driving a measurable increase in first-contact resolution and daily output.

Maximize the collective output of the shift by utilizing targeted micro-coaching to eliminate process latencies, minimize recurring errors, and systematically boost overall team efficiency and daily output.Key Skills:Mandatory:

Excellent Comm skills and relevant experience in Quality Training for sales team.

Target Industry: BPO

Gender: Open

Experience: 7+ years of experience in a QA Lead or Quality Management role, specifically embedded within High-Ticket Sales or Premium Customer Success environments.

Job Location: Chakala - Andheri East, Mumbai

Working Days: 5 days US Shift (Night Shift) from 9:00 PM to 6:30 AM IST.

Qualification: Graduate/Post Graduate

Notice Period: Immediate to 30 days

Relocation candidates: No

Pay: From ₹1,200,000.00 per year

Work Location: In person

📌 Quality & Training Team Leader - Mumbai (Andheri East)
🏢 Winways Chemtech
📍 Andheri East