Leading BPO | Gurgaon

Hiring: Quality Team Leader (Assistant Manager Quality)

Location: Gurgaon

Work Mode: Work from Office

Process: International Voice Process

Shifts: 247 Rotational

Interview Mode: Virtual

CTC: Up to 10 LPA(hike on last CTC)

Education: Graduate / Postgraduate

Eligibility

- 5+ years of overall experience.
- Mandatory: Current/Recent experience as a Quality Team Leader.
- Strong and major experience in Quality is essential.
- Immediate Joiners only.

Key Responsibilities

- Lead and mentor a team of Quality Analysts to achieve quality, productivity, and client SLAs.
- Review, validate, and drive Root Cause Analysis (RCA) across audits, disputes, and escalations.
- Conduct deep-dive analyses to identify systemic quality issues and recurring trends.
- Analyze dispute patterns, quality variances, and audit outcomes to recommend process improvements.
- Identify policy gaps, training needs, reviewer errors, tooling issues, and workflow deficiencies.
- Lead calibration sessions and ensure alignment with client quality standards.
- Partner with client stakeholders to present audit findings, RCA insights, and improvement recommendations.
- Prepare and deliver quality reports, performance reviews, and executive presentations.
- Coach and develop analysts on RCA methodologies, policy interpretation, and investigative thinking.




- Drive continuous improvement initiatives in collaboration with Operations, Training, Policy, and Product teams.

Required Skills

Root Cause Analysis (RCA)

- Strong investigative and analytical thinking.
- Hands-on experience with 5 Whys, Fishbone Analysis, and Six Sigma concepts.
- Ability to identify underlying causes rather than symptoms.

Client & Stakeholder Management

- Experience handling client-facing discussions and reviews.
- Solid presentation and executive communication skills.
- Ability to defend findings with data-backed insights.

Quality & Governance

- Strong understanding of quality frameworks and governance.
- Expertise in policy interpretation, calibration, and quality audits.
- Experience handling edge cases and quality compliance.

Analytical Skills

- Trend analysis and performance deep dives.
- Dispute analysis and recommendation building.
- Data-driven decision-making and reporting.

Preferred Experience

- 2+ years of experience leading Quality, Analytics, Trust & Safety, Risk, or Investigations teams.
- Proven expertise in RCA, client reviews, calibrations, and quality governance.
- Prior client-facing experience will be an added advantage.

How to Apply Email: [email protected]

Call: (phone hidden)

Note: Only Immediate Joiners will be considered.

📌 Quality Team Leader//International BPO//Voice Process (Gurugram)
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📍 Gurugram