Quality Assurance Team Lead BPO

Experience: Minimum 2 year as a Team Leader in BPO

Work Schedule: 5 Days Working | 24/7 Rotational Shifts

Transport: Two-way cab facility

Role Overview

We are looking for a Quality Assurance Team Lead with at least 2 years of Team Leader experience in a BPO/Contact Center.

Operations Team Leaders can also be considered, provided they have a positive understanding of QA metrics and quality processes.

Key Responsibilities

- Monitor and drive team quality and performance.
- Track and analyze QA metrics including Quality Score, CSAT, FCR, AHT, Compliance, and Critical Errors.
- Identify performance/quality gaps and conduct root-cause analysis.
- Provide coaching and feedback based on quality findings.
- Work with QA, Operations, and Training teams to improve process performance.
- Ensure adherence to SOPs,



quality standards, and client requirements.
- Prepare and review quality/performance reports.
- Support calibration, audits, escalations, and process improvement initiatives.

Requirements

- Minimum 2 + year of TL experience in BPO is mandatory.
- Operations TLs are welcome to apply.
- Strong understanding of BPO QA metrics and quality parameters.
- Good communication, analytical, and people-management skills.
- Basic knowledge of MS Excel/reporting.
- Willingness to work in 24/7 rotational shifts.
- Immediate joiner only.
- 5 working days
- 24/7 rotational shifts
- Two-way cab facility
- Growth opportunities in Quality & Operations

📌 Quality Team Lead (Hyderabad)
🏢 IntouchCX
📍 Hyderabad