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
prospects 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.
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
📌 Lead–quality Assurance Rbg Service And Governance Bengaluru
🏢 Mashreq
📍 Bengaluru
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