The Quality Lead is responsible for driving excellence in customer experience
through effective quality assurance, governance, coaching, and continuous
improvement initiatives across Contact Center & Complaint operations. The role
ensures compliance with regulatory and internal quality standards, identifies
opportunities to improve customer journeys, enhances frontline performance, and
promotes a customer-centric culture.
The Quality Lead manages quality consultants, oversees quality programs and
frameworks, supports strategic CX initiatives, and partners with business
stakeholders to drive sustainable service improvements.
* Lead and manage the Quality team to ensure consistent and effective execution
of quality monitoring activities.
* Ensure adherence to internal policies, regulatory requirements, quality
standards, and customer service guidelines.
* Conduct calibration sessions to ensure evaluation consistency and reduce
scoring variances.
* Monitor quality trends and identify emerging risks impacting customer
experience and compliance.
* Oversee quality frameworks, scorecards, evaluation methodologies, and
sampling strategies.
PERFORMANCE IMPROVEMENT & COACHING
* Analyze quality findings and identify performance gaps at individual, team,
and process levels.
* Partner with Operations, Training, and Team Leaders to design targeted
coaching and development plans.
* Track effectiveness of coaching initiatives and measure improvement outcomes.
* Support performance management processes through quality insights and
recommendations.
CUSTOMER EXPERIENCE ENHANCEMENT
* Drive initiatives aimed at improving
📌 Lead–Quality Assurance.RBG-Service and Governance (Bengaluru)
🏢 Mashreq
📍 Bengaluru
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