Team Lead - Quality

All G and F2 grade employees can apply. It will be a vertical movement for G grade employees and lateral movement for F2 grade employees.

Applicants should have completed a minimum tenure of 18 months in the organization and 12 months in their current role as on 01st March 2026.

Performance rating of CME or above in the last 6 months.

No documented disciplinary issues/PIP in the last 6 months and until the closure of IMP.

• Result oriented, proactive & strong on organizational skills, with the ability to multi-task at ease

• Motivate, develop, counsel, and appraise team members so that their individual and team performance is of the required standard and meets the present and future needs of the business

• Knows and uses methods of providing objective input to the appraisal process, discussing strengths and development needs as appropriate through both formal and informal channels.

• Effectively uses a range of techniques to motivate team members and generate active commitment towards the achievement of team objectives especially in times of change

• Willing to take on challenging assignments

• Ability to work under pressure and to deliver on time and as per specifications

• Eye for detail, reporting, people management, problem solving

• Good verbal and written communication skills, to understand and communicate with various stake holders

• Ability to manage their time well & prioritize tasks

• Good analytical skills and ability to make decisions based on the situation

• Experience in providing coaching & feedback to team members

• Ability to assist with knowledge transfer and some level of coaching and feedback

• Ability to easily pivot from administrative functions to group learning activities

• No absenteeism, tardiness and/or behavioral issues

• Perform analysis of auditor trends by reviewing the MTD trends and individual time/audits report tabs

• Perform audits on the auditors. Share findings during 1:1s and store for annual performance review reference

• Participate in client calls to share trends, wins, risks, and escalations

• Manage end-to-end dispute process- Support review and determinations for Level 1 Disputes. Provide education to the auditor when a dispute results in an overturn.

• Offer ongoing coaching and feedback to help QAs improve their skills and knowledge and provide assistance with any challenges they may be facing.

• Monitor & achieve adherence to service standards throughout various projects.

• Daily review and dissemination of procedural updates received from clients to the team through agreed-upon channels with operational teams.

• Conduct regular calibration sessions across the team, with clients & training and produce comprehensive reports while addressing unacceptable variations.

• Efficiently coordinate and track serious process defects, ensuring corrective actions are promptly taken on the floor.

• Utilize QC tools for structured problem-solving and performance improvement

• Conduct Root Cause Analysis (RCA) on recurring quality issues

• Streamline customer journeys by eliminating inefficiencies and optimizing workflows

• Ability to effectively manage client relations & interactions, single-headedly

• Engage in regular client discussions, governance meetings, and reviews to align expectations and enhance quality deliverables

• Ensure timely reporting and resolution of quality issues, proactively addressing client concerns

• Conduct Training Needs Analysis (TNA) to identify skill gaps and work with the training team to implement upskilling initiatives.

• Partner with a training team to develop and deliver targeted training programs based on quality insights.

• Generate quality reports, dashboards, and insights based on QA evaluations.

• Track weekly & monthly performance on agreed client KPIs and proactive share improvement actions to achieve the same.

• Maintain QA documentation, compliance logs, and best practices repository for audits and continuous improvement.

Graduation / Diploma in any discipline.

Knowledge on Excel & report making

Experience in coaching, either face-to-face or in a virtual space.

Strong data collection, analysis (RCA, TNI, quality tools), reporting, and governance skills.

Experience working with cross-cultural teams.

Ability to work across the training cycle from training needs analysis, design, delivery, and evaluation.

Client/Customer Relationship Management experience with a proven ability to maintain and enhance business relationships.

Passionate about developing others and fostering a culture of continuous learning.

Strong innovation and creative problem-solving mindset.

Flexible and adaptable to evolving business needs and challenges.

Working knowledge of 7 QC Tools, Analytical & Problem-Solving Skills.

Team handling & SLA achievement abilities.

Hands on experience to work with MS office tools (Excel, ppt).

Cross-Functional Collaboration.

Client Engagement: Ability to manage and strengthen relationships with key clients and internal stakeholders.

Coaching & Mentorship: Ability to provide structured feedback, training, and performance enhancement support.

HR Screening