Quality Lead – Quality Analyst (BPO)

Job Location: Panchkula, Haryana

Job Type: Full time

Work Mode: Onsite

Salary: Up to 70,000 per month

Experience Required: 7+ years in BPO Quality Assurance, including 3+ years as a Quality Lead or Quality Supervisor

Shift: Night Shift (fixed/rotational, to be confirmed)

Joining: Immediate joiners preferred

We are looking for an experienced Quality Lead – BPO to manage and lead the Quality Assurance team for our BPO operations in Panchkula. The ideal candidate should have strong experience in quality monitoring, team management, client calibration, quality audits, and process improvement.

The candidate will be responsible for maintaining quality standards, improving customer experience, ensuring compliance with client requirements, and driving performance improvements across voice, chat, email, and back-office processes.

Key Responsibilities

- Lead, coach, and manage a team of Quality Analysts.
- Monitor calls, chats, emails, and back-office transactions against client quality standards.
- Conduct internal and client calibration sessions to ensure evaluation accuracy.
- Monitor key performance metrics, including QA Score, CSAT, FCR, AHT, and SLA.
- Conduct Root Cause Analysis (RCA) and implement Corrective and Preventive Actions (CAPA).
- Prepare daily, weekly, and monthly quality reports.
- Identify performance gaps and coordinate with Operations and Training teams for coaching and refresher training.
- Handle quality escalations, customer complaints, and audit findings.
- Support internal and external audits and maintain quality documentation.
- Identify opportunities for process improvement and enhance customer satisfaction.




- Monitor team attendance, shift adherence, and overall performance during night shifts.

Required Qualifications and Skills
- Minimum 7 years of experience in BPO Quality Assurance.
- Minimum 3 years of documented experience as a Quality Lead or Quality Supervisor.
- Strong knowledge of quality frameworks, scorecards, call monitoring, and calibration.
- Good understanding of CSAT, FCR, AHT, QA Score, and SLA metrics.
- Hands-on experience in RCA, CAPA, quality audits, and reporting.
- Proficiency in MS Excel and quality reporting.
- Strong communication, analytical, coaching, and team management skills.
- Willingness to work onsite in Panchkula during night shifts.
- Immediate joiners are preferred.

Preferred Qualifications
- Experience in international voice, chat, or email processes.
- Six Sigma, Lean, or other quality-related certifications.
- Experience with call monitoring and QA tools.
- Experience handling client calls, calibrations, and audits.

Salary Salary offered is up to 70,000 per month, depending on experience and suitability.

How to Apply

Interested candidates are requested to share their updated CV at:

[email protected]

Please mention your total BPO experience, Quality Lead/Supervisor experience, current or last drawn salary, expected salary, and notice period while applying.

Important: Candidates must have relevant BPO Quality experience and be able to provide supporting documents, such as experience letters or other employment records, to verify their Quality Lead/Supervisor experience.

Immediate joiners who meet the required criteria are encouraged to apply.

Pay: Up to ₹70,000.00 per month

Work Location: In person

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