About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

We’re changing the way people think about customer service, and we need your help

We’re looking for a Quality Assurance Team Lead to be responsible for recording, reviewing and evaluating production objectives and performance standards. Working with the Quality Team, this role involves ensuring we are in accordance with both our internal and client-partner metric goals, as well as identifying areas of opportunity, developing solution plans and coaching team members.

As Quality Assurance Team Lead, You Will…

Manage administrative and reporting tasks associated with quality metrics
Assist in providing actionable insights to our Operations Team and client-partners
Partner with other support departments to achieve metric goals




Assist in reviewing and maintaining calibration scores among the QA Team
Maintain and develop pertinent operational statistics, financial management information and results reporting
Support and contribute to Business Development initiatives
Research escalated issues to deliver coaching opportunities
Report scripting problems or questions from callers to appropriate departments
Distribute client-partner and company related correspondence
Perform other duties as assigned

As Quality Assurance Team Lead, You Have…

A post-secondary degree or certificate, preferably in Business Management (a combination of education and work experience will also be considered)
At least 1-2 years of Quality Assurance experience
At least one year of experience in a leadership, supervisory or coaching role
Intermediate knowledge of MS Excel, MS Word and MS Office (required)
The ability to type 30 WPM with accuracy
Robust verbal and written communication skills, incl

📌 Quality Assurance Team Lead (Hyderabad)
🏢 IntouchCX
📍 Hyderabad