Key Responsibilities:

Team Leadership &

- People Management

- Lead, mentor, and manage a team of Call Auditors and Quality Analysts to achieve quality and productivity targets.

- Conduct regular performance reviews and calibration exercises to ensure audit consistency.

- Foster a high-performance culture focused on continuous learning, accountability, and quality excellence.

- Ensure team alignment with organizational goals, client expectations, and quality standards.

Call Audit &

- Quality Assurance

- Oversee daily call monitoring and audit activities across customer interactions.

- Ensure adherence to audit frameworks, quality parameters, compliance requirements, and SOPs.

- Review audit findings and provide actionable feedback to operations teams for performance improvement.

- Identify recurring quality gaps, behavioural trends, and process deviations.

Performance &

- Target Management

- Monitor key quality KPIs such as audit completion rates, quality scores, compliance adherence, customer experience metrics, and operational targets.

- Track daily, weekly, and monthly performance against defined objectives.

- Collaborate with operations managers to implement corrective and preventive action plans.

Data Analysis &

- Reporting

- Utilize Advanced Excel for data analysis, trend identification, dashboard creation, and performance reporting.





- Generate and present quality performance reports, audit insights, and improvement recommendations to leadership.

- Analyze large datasets to identify opportunities for quality enhancement and operational optimization.

Client &

- Stakeholder Management

- Maintain strong relationships with internal and external stakeholders.

- Participate in client reviews, quality governance meetings, and calibration discussions.

- Address quality-related concerns and ensure service delivery meets client expectations and contractual requirements.

Operational Coordination

- Conduct daily review meetings with quality and operations teams to discuss performance, challenges, and action plans.

- Coordinate with cross-functional teams to ensure smooth execution of quality initiatives.

- Escalate critical issues and drive timely resolution of operational bottlenecks.

Requirements :

- Strong team management and leadership capabilities.

- Expertise in call quality monitoring, audit frameworks, and quality assurance processes.

- Advanced proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Dashboards, Data Analysis).

- Solid analytical and problem-solving skills.

- Excellent communication, presentation, and stakeholder management abilities.

📌 Team Leader - BPO Operations (Gurugram)
🏢 P E Analytics
📍 Gurugram