Description
Job Description
Quality Lead
Department: CXCG – Customer Experience & Conduct Group
Reporting To: Manager – Quality & Training
1. Job Purpose
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.
2. Key Responsibilities
Quality Governance & Assurance
- 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 Customer Satisfaction (CSAT), NPS, First Contact Resolution (FCR), and overall customer experience.
- Analyze customer feedback, complaints, and survey results t

📌 Lead–Quality Assurance.RBG-Service and Governance (Bengaluru)
🏢 Mashreq Bank
📍 Bengaluru