JOB DESCRIPTION
QUALITY LEAD Department: CXCG – Customer Experience & Conduct Group Reporting To: Manager – Quality & Training -------------------------------------------------------------------------------
- 1. JOB PURPOSE The Quality Lead is responsible for driving excellence in customer experience through effective quality assurance, governance, coaching, and continuous improvement initiatives across Contact Center & Complaint operations. The role ensures compliance with regulatory and internal quality standards, identifies opportunities to improve customer journeys, enhances frontline performance, and promotes a customer-centric culture. The Quality Lead manages quality consultants, oversees quality programs and frameworks, supports strategic CX initiatives, and partners with business stakeholders to drive sustainable service improvements. -------------------------------------------------------------------------------
- 2.

KEY RESPONSIBILITIES
QUALITY GOVERNANCE & ASSURANCE
* Lead and manage the Quality team to ensure consistent and effective execution of quality monitoring activities.
* Ensure adherence to internal policies, regulatory requirements, quality standards, and customer service guidelines.
* Conduct calibration sessions to ensure evaluation consistency and reduce scoring variances.
* Monitor quality trends and identify emerging risks impacting customer experience and compliance.
* Oversee quality frameworks, scorecards, evaluation methodologies, and sampling strategies. PERFORMANCE IMPROVEMENT & COACHING
* Analyze quality findings and identify performance gaps at individual, team, and process levels.
* Partner with Operations, Training, and Team Leaders to design targeted coaching and development plans.
* Track effectiveness of coaching initiatives and measure improvement outcomes.
* Support performance management processes through quality insights and recommendations. CUSTOMER EXPERIENCE ENHANCEMENT
* Drive initiatives aimed at improving Customer Satisfaction (CSAT), NPS, First Contact Resolution (FCR), and overall customer experience.
* Analyze customer feedback, complaints, and survey results to identify root causes and improvement opportunities.
* Recommend process enhancements to reduce customer effort and improve service delivery.
* Foster a customer-obsessed culture across frontline teams. ANALYTICS & REPORTING
* Develop and maintain quality performance dashboards and management reports.




* Provide actionable insights through trend analysis, root cause investigations, and customer feedback reviews.
* Monitor key quality KPIs and ensure timely escalation of critical issues.
* Present findings, recommendations, and improvement initiatives to management and stakeholders. CONTINUOUS IMPROVEMENT & PROJECTS
* Lead quality-related transformation and process improvement initiatives.
* Partner with Technology, Digital, Product, and Operations teams to enhance customer journeys and eliminate pain points.
* Support digitization projects by providing customer experience and quality assurance perspectives.
* Contribute to strategic initiatives aimed at increasing operational efficiency and service excellence. TEAM LEADERSHIP
* Lead, mentor, and develop Quality Consultants to maximize team effectiveness.
* Establish transparent performance expectations and development plans.
* Support employee engagement, recognition, and retention initiatives.
* Promote a culture of accountability, collaboration, and continuous learning. -------------------------------------------------------------------------------
- 3. KEY RESULT AREAS (KPIS)
* Quality Score achievement and improvement.
* Reduction in quality-related defects and fatal errors.
* Improvement in CSAT, NPS, and customer experience metrics.
* Coaching effectiveness and performance improvement outcomes.
* Timely completion of quality reviews and reporting.
* Calibration accuracy and evaluation consistency.
* Successful implementation of process improvement initiatives.
* Employee development and engagement within the Quality team.
* Regulatory and policy compliance adherence. -------------------------------------------------------------------------------
- 4. OPERATING ENVIRONMENT & WORKING RELATIONSHIPS INTERNAL STAKEHOLDERS
* Contact Center Operations Management
* Training & Knowledge Management Teams
* Customer Care Unit.
* Product and Business Units
* Compliance, Risk, and Governance Functions
* Technology and Digital Teams EXTERNAL STAKEHOLDERS
* Customers (through quality insights and feedback analysis)




* External benchmarking and industry best-practice forums where applicable -------------------------------------------------------------------------------
- 5. PROBLEM SOLVING
* Conduct root cause analysis of customer complaints, quality defects, operational risks, and service failures.
* Recommend process, policy, system, and behavioral improvements.
* Resolve complex quality and customer experience issues through data-driven decision making.
* Balance business objectives, customer needs, and regulatory requirements when recommending solutions.
* Address people-management challenges while maintaining team engagement and performance. -------------------------------------------------------------------------------
- 6. DECISION MAKING AUTHORITY
* Recommend quality standards, monitoring methodologies, and evaluation frameworks.
* Make decisions regarding quality interventions, coaching priorities, and corrective action plans.
* Escalate critical customer experience, compliance, and quality risks.
* Recommend process, policy, and technology enhancements to improve customer outcomes.
* Influence operational and training strategies through quality intelligence and insights. -------------------------------------------------------------------------------
- 7. KNOWLEDGE, SKILLS & EXPERIENCE KNOWLEDGE
* Strong understanding of Retail Banking products, services, and customer journeys.
* Comprehensive knowledge of Contact Center operations and quality management principles.
* Understanding of customer experience frameworks, complaint management, and regulatory requirements.
* Knowledge of performance management and coaching methodologies. SKILLS
* Strong analytical and problem-solving skills.
* Advanced reporting and data interpretation skills.
* Excellent stakeholder management and communication skills.
* Coaching and mentoring capabilities.
* Presentation and facilitation skills.
* Project and change management skills.
* Robust decision-making and influencing skills. EXPERIENCE & QUALIFICATIONS
* Bachelor's degree in business, Banking, Finance, or related field.
* Minimum 5 years of experience in Quality Assurance.
* Minimum 2-3 years in a supervisory or leadership role.
* Banking and Contact Center experience preferred.
* Professional certifications in Quality Management, Customer Experience, Lean Six Sigma, or related disciplines would be advantageous.

📌 Lead–Quality Assurance.RBG-Service and Governance (Bengaluru)
🏢 Mashreq
📍 Bengaluru