Chennai Tamil Nadu Quality team leader Jobs – 1061 Open Jobs Today

Senior Team Lead-Voice
HCLTech —Chennai, Tamil Nadu
- Microsoft Powerpoint
- Microsoft Excel
- Customer service
18h
Service Delivery Manager (DPO)
HCLTech —Chennai, Tamil Nadu
- English
- Bachelor's degree
- Financial services
18h
Team leader (voice process)
Adison plastic factory —Chennai, Tamil Nadu
- ₹17,929.77 - ₹37,799.95 a month
- Full-time
- Microsoft Powerpoint
- Customer service
- Microsoft Office
- Commuter assistance
- Cell phone reimbursement
Quick apply
7d
Team Leader Back Office
DHL —Chennai, Tamil Nadu
- Sales
- Salesforce
- English
- Health insurance
- Paid time off
Lead I - AML KYC
UST —Chennai, Tamil Nadu
- English
- Communication skills
Quick apply
Bar Team Leader
V Support Jobs —Chennai, Tamil Nadu
- ₹25,000 - ₹35,000 a month
- Full-time
- Microsoft Excel
- Microsoft Office
- Administrative experience
Quick apply
Project Management
MAGRO PROJECTS OPC PVT LTD —Chennai G.P.O, Chennai, Tamil Nadu
- ₹75,000 - ₹1,25,000 a month
- Full-time
- Hybrid work
- English
- Master's degree
- Project management
Quick apply
1h
Manager - Admin
BOT VFX (INDIA) PRIVATE LIMITED —Chennai, Tamil Nadu
- Engineering
- Project management
- Bachelor's degree
Quick apply
Regional HR Shared Services Leader
Aptiv plc —Chennai, Tamil Nadu
- Human resources
- Health insurance
13d
Senior Expert - Customer & Employee Experience
DHL —Chennai, Tamil Nadu
- Full-time
- Microsoft Powerpoint
- Finance
- Master's degree
Ocean Customer Experience Specialist - Email
Maersk —Chennai, Tamil Nadu
- Full-time
- English
- Bachelor's degree
- Communication skills
Business Analyst-Core Banking
CGI —Chennai, Tamil Nadu
- Full-time
- Oracle
- English
- Databases
- Paid time off
Quick apply
7d
TRAVEL AGENCY TEAM LEADER
AWESOME VACATIONS —Chennai, Tamil Nadu
- Full-time
- Hospitality
- Bachelor's degree
- Training & development
Quick apply
Warehouse Team Leader
Rotork —Chennai, Tamil Nadu
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Quick apply
Head of Events
Jesus Calls —Chennai, Tamil Nadu
- ₹80,000 - ₹1,00,000 a month
- Full-time
- Customer service
- Administrative experience
- Travel
- Health insurance
Quick apply
10d
Agile Delivery Lead - Assistant Vice President
State Street —Chennai, Tamil Nadu
- Full-time
- Agile
- AI
- Communication skills
1d
Team Leader – Revenue Cycle Management (Hospital Billing)
SolvEdge —Chennai, Tamil Nadu
- Email
- Patient monitoring
- Analysis skills
- Supervising experience
- Health insurance
Head of Print Supplier Management
Elsevier —Chennai, Tamil Nadu
- Full-time
- Hybrid work
- Master's degree
- Manufacturing
- Leadership
- Health insurance
- Paid time off
7d
Associate III - Sales Support
UST —Chennai, Tamil Nadu
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Quick apply
SCM Customer Experience Team Leader
Maersk —Chennai, Tamil Nadu
- Full-time
1d

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Senior Team Lead-Voice

HCLTech -
Chennai, Tamil Nadu

Apply Now

Job details

18 hours ago

Qualifications

Microsoft Powerpoint
Authentication
Six Sigma Certification
Power BI
Microsoft Excel
Customer service
Call center experience
Information security
Six Sigma
Quality assurance
Bachelor's degree
Leadership
Communication skills
Lean Six Sigma Certification

Full job description

Chennai, Tamil Nadu
Job Summary

The Quality Team Lead manages the quality assurance function for a voice-based call center process. The role leads Quality Analysts, governs inbound and outbound call evaluations, strengthens agent performance, and drives improvements in customer experience, compliance, and operational effectiveness through data-led coaching and stakeholder collaboration

Key Responsibilities
Lead, coach, and develop Quality Analysts to achieve defined productivity, accuracy, and performance targets.
Allocate call-monitoring activities and ensure adequate quality coverage across teams, call types, and shifts.
Conduct performance reviews, one-to-one discussions, and development planning for the Quality team.

Oversee inbound and outbound call evaluations using approved quality scorecards and monitoring guidelines.
Ensure timely completion of audits and accurate identification of critical, compliance, and customer-impacting errors.
Review analyst evaluations to maintain scoring accuracy, consistency, and adherence to call-handling standards.

Partner with Operations Team Leaders to deliver structured, evidence-based coaching to call center agents.
Develop and track action plans addressing communication, process knowledge, customer handling, and compliance gaps.
Measure coaching effectiveness through follow-up audits and share call-handling best practices across teams.

Conduct regular calibration sessions with Quality, Operations, Training, and client stakeholders.
Ensure consistent interpretation of scorecard parameters, error definitions, and quality standards.
Document calibration outcomes, track evaluator variance, and implement corrective actions to improve alignment.

Prepare and publish accurate daily, weekly, and monthly quality reports and dashboards.
Analyze performance by agent, team, call type, error category, customer issue, and tenure group.
Present key trends, root causes, risks, and actionable recommendations during performance reviews.

Analyze complaints, escalations, repeat calls, and low-satisfaction interactions to identify improvement opportunities.
Promote empathy, ownership, active listening, clear communication, and effective call resolution.
Recommend actions to improve customer satisfaction, first-call resolution, and the overall call experience.

Monitor adherence to authentication, data privacy, mandatory disclosures, and documentation requirements.
Escalate critical errors, suspected fraud, misconduct, data-security incidents, and customer-impacting risks.
Maintain complete quality and coaching records and support internal, client, and compliance audits.

Conduct root cause analysis to identify recurring call-quality, process, system, and knowledge defects.
Recommend corrective and preventive actions to improve scripts, workflows, systems, and call-handling procedures.
Lead or support continuous-improvement initiatives and track agreed actions through closure.

Partner with Training and Operations to identify learning needs from quality-monitoring results.
Provide quality inputs for new-hire training, nesting, refresher programs, and process-change training.
Review training materials, call scripts, and knowledge articles to address recurring performance gaps.

Act as the primary point of contact for call-quality performance, risks, and improvement initiatives.
Present quality results and action plans during internal, client, and business governance meetings.

Collaborate with Operations, Training, Workforce Management, Technology, and leadership to close quality actions

Skill Requirements
Bachelor's degree in any discipline from a recognized university or institution.
Certification in Quality Management, Lean, Six Sigma, COPC, or Customer Experience is preferred.
Relevant call center, audit, or quality assurance certification will be an added advantage.
4 to 7 years of experience in call center, customer service, or business process outsourcing operations.
Minimum 2 years of experience as a Quality Analyst, Senior Quality Analyst, Quality Coach, Subject Matter Expert, or similar role.
Experience in voice-call monitoring, calibration, coaching, reporting, root cause analysis, and client governance; prior team leadership is preferred
Other Requirements

Call monitoring, quality scorecards, inbound and outbound operations, critical-error identification, and audit governance.

Team management, performance coaching, work allocation, accountability, conflict resolution, and talent development.

Quality trend analysis, root cause analysis, dashboards, Microsoft Excel, PowerPoint, and preferably Power BI.

Active listening, empathy, ownership, complaint analysis, first-call resolution, and customer satisfaction improvement.

Customer authentication, data privacy, mandatory disclosures, information security, documentation, and audit readiness.

Clear verbal and written communication, constructive feedback, presentation, facilitation, and stakeholder management.

Pareto analysis, Five Whys, fishbone analysis, corrective and preventive actions, and change implementation.

CRM, call-recording, quality-management, ticketing, knowledge-base, and speech-analytics tools.

Attention to detail, objectivity, integrity, resilience, collaboration, problem solving, and prioritization.

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Refine Your Search

quality team leader jobs in chennai tamil nadu

Senior Team Lead-Voice

Service Delivery Manager (DPO)

Team leader (voice process)

Team Leader Back Office

Lead I - AML KYC

Bar Team Leader

Project Management

Manager - Admin

Regional HR Shared Services Leader

Senior Expert - Customer & Employee Experience

Ocean Customer Experience Specialist - Email

Business Analyst-Core Banking

TRAVEL AGENCY TEAM LEADER

Warehouse Team Leader

Head of Events

Agile Delivery Lead - Assistant Vice President

Team Leader – Revenue Cycle Management (Hospital Billing)

Head of Print Supplier Management

Associate III - Sales Support

SCM Customer Experience Team Leader

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