Quality Team Lead

About the role

The Quality Team Lead heads a group of Quality Analysts and QA Team Leaders, shaping quality strategy, governance and continuous improvement for a BPO environment. This senior, client‑facing position is responsible for delivering insights to leadership and clients while ensuring audit readiness.

Key responsibilities

• Lead, coach and develop QA Team Leaders and Quality Analysts, fostering performance and career growth.
• Design and execute quality strategies aligned with business goals and client expectations.
• Create and maintain SOPs, process documentation, scorecards and audit‑ready materials.
• Analyse quality reports, dashboards and trends to provide actionable insights.
• Manage team performance, conduct evaluations, calibration sessions and capacity planning.
• Lead internal quality meetings, management calls and cross‑functional discussions.
• Participate in client business reviews, presenting quality trends, risks and improvement plans.
• Oversee hiring, onboarding, training and development of QA team members.
• Conduct root‑cause analysis, CSAT/DSAT reviews and drive process improvements.
• Collaborate with Operations, Training and Client teams to implement quality enhancements.

Required profile

• 3–5 years of experience in BPO, Quality, Operations or Team Management.
• Proven track record managing QA teams or multi‑level quality functions.
• Strong analytical, strategic thinking and data‑driven decision‑making abilities.
• Excellent verbal and written communication, presentation and stakeholder management skills.
• Experience creating SOPs, process documentation, scorecards and audit‑ready reports.
• Ability to manage multiple stakeholders, lead high‑level meetings and adapt to fast‑changing environments.
• Willingness to work 24/7 rotational shifts and on‑site (WFO) as required.

Required skills