- Lead and manage the QA team and ensure smooth day-to-day operations.
- Monitor and evaluate customer calls according to defined quality parameters.
- Conduct regular call audits and prepare quality reports.
- Identify performance gaps and provide constructive feedback to QA executives and operations teams.
- Coordinate with Team Leaders, Trainers and Operations Managers to improve overall process quality.
- Track key quality metrics such as call quality, compliance, process adherence and customer handling.
- Conduct regular calibration sessions with QA and Operations teams.
- Prepare daily, weekly and monthly QA performance reports.
- Identify recurring errors and recommend corrective and preventive actions.
- Ensure adherence to company policies, SOPs and process guidelines.
- Handle escalations related to quality and provide appropriate resolutions.




- Support training and coaching initiatives based on quality observations.
- Maintain proper documentation of audits, feedback and improvement plans.
- Ensure the QA team achieves assigned quality targets within timelines.
- Excellent communication skills in English and Hindi.
- Strong knowledge of BPO QA processes and call monitoring.
- Positive analytical and reporting skills.
- Strong leadership and team-management skills.
- Good knowledge of MS Excel and reporting tools.
- Ability to identify process gaps and provide effective solutions.
- Robust attention to detail.
- Ability to work under pressure and meet deadlines.

Pay: ₹40,000.00 - ₹50,000.00 per month

Benefits

- Paid sick time

Work Location: On the road

📌 Team Lead - QA - BPO (Karol Bagh)
🏢 Atiya Healthcare group
📍 Karol Bagh