Quality Assurance Team Lead
- IntouchCX
- 1 - 2 years
- Hyderabad
- 18 hours ago
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Job Description
Quality Assurance Team Lead Hyderabad (Night Shift)
Company: IntouchCX
Location: Hyderabad
Shift: 6:30 PM 3:30 AM
Transport: Two-way cab (within 30 km)
Notice Period: Immediate / 30 days
About the Role
Were transforming the way people think about customer serviceand were looking for a Quality Assurance Team Lead to help drive that mission.
In this role, youll be responsible for monitoring performance standards, ensuring quality metrics are met, and coaching team members to improve outcomes. Youll work closely with operations and client partners to identify opportunities and implement solutions.
Key Responsibilities
- Manage administrative and reporting tasks related to quality metrics
- Provide actionable insights to Operations and client partners
- Collaborate with cross-functional teams to achieve performance goals
- Review and maintain QA calibration scores
- Track and analyze operational statistics and performance reports
- Support business development initiatives
- Investigate escalated issues and provide coaching feedback
- Report scripting issues and caller concerns
- Share company and client communications
- Perform additional duties as required
Required Qualifications & Skills
- Post-secondary degree/certification (Business Management preferred)
- 12 years of Quality Assurance experience
- Minimum 1 year in a leadership/supervisory/coaching role
- Intermediate skills in MS Excel, Word, and Office
- Typing speed: 30 WPM with accuracy
- Strong verbal and written communication skills
- Ability to meet deadlines in a fast-paced environment
- Excellent analytical, problem-solving, and leadership abilities
- Strong decision-making and judgment skills
- Ability to multitask and manage time effectively
- Experience working with diverse teams and stakeholders
Contact Information
Email: an*************1@in******x.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality AssuranceRole Category: Quality Assurance - OtherRole: Quality ConsultantEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Quality Assurance Customer Service Time Management Compliance Coaching Research Statistics Business Management Scripting Qa Communication Skills Time Management Skills Business Development Ms Excel Operations Financial Management
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IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
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