Team Lead - Quality :

- Date: Jul 17, 2026

- Location:

- Bangalore, KA, IN

- Requisition ID: 22373

- Description:

- Company Profile

- Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients

- _

Operational Leads a team of 12- 20 Associates - Quality Auditor and motivates them to achieve the team’ SLA

- First level escalation point of contact for the local BU/Global Team
- Responsible for the project execution, monitoring KPIs and Target compliance
- Leads the team in ensuring compliance to provisions/commitments as stipulated in the Client Service
- Monitor the team performance and provide regularly updates for specific KPIs, ensuring workload compliance and Develop and share knowledge with the team
- Oversees effective resource allocation to meet both productivity and quality metrics
- Documents issues as needed and ensures adherence to policy and procedures
- Follow standard practices and business procedures.
- Performs ad hoc data analysis and participates on various process improvement as needed.




- Validation and QA/QC - Perform validation checks for operational processes and data inputs/outputs.
- Responsible for complying the internal quality standard.
- Validate that the information gathered from third-party sources represents accurate recent data that should result in an update, creation, or deletion in existing data.
- Perform functions as directed by the immediate superior and local office project lead.

Key Performance Indicators

- Handles any escalations that an associate is unable to handle, solves process related queries and
- handles grievances.
- Listens to calls and coaches the team to enhance performance.
- Monitors the calls/chat taken by the associates and provides them feedback.
- Interacts with the quality team to seek feedback on the team’s performance and team quality scores.
- Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides
- them feedback.
- Prioritizes and assigns work to associates and initiate corrective measures to resolve day
- to
- day work
- related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.
- Organizes training program for the associates.
- Interacts with other departments like HR and administration to develop and maintain effective rapport
- and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
- Holds team briefing and de
- briefings before and after each shift.
- Organizes weekly team meetings to update the associates on any process changes, quality issues and
- team SLA and KPIs.
- Initiates and administers the rewards and recognition program for the team.
- Organizes the monthly team outings in coordination with the associates and the team members.

Required Skills :

- Communication Skills
- Interpersonal skills
- Problem Solving skills

Eligibility :

- Any Graduate

📌 Team Lead - Quality (Bengaluru)
🏢 Firstsource Healthcare
📍 Bengaluru