Job description
- Quality Assurance & Monitoring
- Oversee call, email, and chat monitoring to ensure adherence to quality standards.
- Evaluate customer interactions based on predefined scoring models and provide feedback.
- Identify trends, strengths, and areas for improvement across agent performance.
- Ensure compliance with company policies, industry regulations, and customer service best practices.
- Coaching & Development
- Provide coaching and feedback to quality analysts and customer service agents.
- Develop and deliver training sessions to improve agent performance and service quality.
- Conduct calibration sessions with the quality team and operations to ensure consistency in evaluations.
- Process Improvement & Reporting
- Analyze quality assurance data to identify patterns and improvement opportunities.
- Collaborate with operations and training teams to implement process enhancements.
- Generate reports on quality performance metrics and present findings to management.
- Lead initiatives to improve customer satisfaction and first-call resolution.




- Leadership & Team Management
- Supervise and mentor a team of quality analysts, setting transparent goals and expectations.
- Foster a culture of continuous improvement and customer-centricity within the team.
- Coordinate workload distribution and ensure timely completion of quality evaluations.
- Act as a bridge between the quality team and other departments to drive alignment.

Section Four: Key Interactions
Internal: Marketing team, IT team, Service Excellence, unit team
External: PRM and Marketing Cloud partners, Callers, Patients
Section Five: Knowledge, Skills and Experience
Educational qualifications/Certification (Threshold educational background required to execute the role)
Graduation
Relevant experience (Type/ Nature and years of relevant experience required to execute the role)
Experience: 3-5 years in quality assurance within a contact center, with at least 1-2 years in a leadership role.
Threshold

📌 Quality Team Lead (Bengaluru)
🏢 Narayana Health (NH)
📍 Bengaluru