Role : Team Leader (TL) / Team Manager (TM) / Service Delivery Manager (SDM) Team Leader
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Experience:
3-5+ years of overall experience in BPO / Digital Operations Quality functions with at least 1-2 years in a senior Quality Analyst, Senior Evaluator, or Acting TL role.
- Supervisory Capability: Demonstrated ability to supervise, mentor, and guide Quality Analysts/Evaluators.
- Frontline Coaching Governance: Review agent coaching logs completed by Quality Analysts, ensuring high coaching quality, actionable feedback, and post-coaching performance tracking.
- Calibration & Audit Mastery: Deep technical knowledge of transaction evaluation scorecards, audit sampling methodologies, and operational calibration processes.
- Analytical & Communication

Skills:
Strong data tracking, 5-Why root cause analysis, and cross-functional communication skills.
- Required/Preferred: Lean Six Sigma Green Belt or Yellow Belt certified/trained. Team Manager (TM) -
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Experience:
6-8+ years of BPO / Digital Operations experience with 3+ years in Quality supervisory or Team Lead management roles.
- Account QA Governance: Proven experience in managing account-level QA/QC scorecards, RCA/CAPA frameworks,



and client calibration loops.
- Tool Proficiency: Hands-on experience with auto-evaluation tools, speech/text analytics platforms, and real-time assist systems.
- Leadership: Solid capability in managing Team Leaders, driving team productivity, and collaborating with Operations Managers.
- CSAT/NPS Program Execution: Execute targeted CSAT, NPS, FCR, and error-reduction drives, identifying systemic knowledge/process gaps and partnering with Training teams. SDM
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Experience:
8-10+ years of overall BPO / Digital Operations experience with 5+ years in Quality management leading multi-tier quality teams.
- Strategic Quality Leadership: Expertise in portfolio quality governance, client relationship management, and CMMI/ISO quality standards.
- Tech Integration: Strong track record of implementing speech/text analytics, auto-QA scoring, and real-time agent co-pilot technologies.
- Process Improvement: Certified Lean Six Sigma Black Belt or senior Green Belt with proven project delivery results. Notice Period
- Immediate or 45 Days can be considered. (Only apply with above skillset)

📌 Hiring For GIS (Hyderabad)
🏢 Cognizant
📍 Hyderabad