Job Description: Quality Team Leader (Call Audit) – Telecom Process Location: Bengaluru, Karnataka Experience: 3+ Years Compensation: Up to ₹10 LPA (Based on experience & performance) Role Overview We are seeking an experienced Quality Team Leader – Call Audit to oversee and drive the quality assurance function for a telecom customer support process. Based in Bengaluru, this role is responsible for monitoring call quality standards, managing a team of Quality Analysts/Controllers, establishing process compliance, and driving continuous improvement in customer interactions and operational outcomes. Key Responsibilities * Call Auditing & Quality Control: Perform regular call audits and quality monitoring across customer service channels to ensure adherence to telecom process guidelines and standard operating procedures (SOPs). * Team Leadership & Performance Management: Direct, mentor, and lead a team of Quality Analysts (QAs) / Quality Controllers (QCs), setting targets, reviewing outputs, and managing daily performance. * Coaching & Feedback: Provide structured feedback and coaching sessions to quality analysts and operations agents to resolve auditing variances and drive performance enhancement. * Trend & Root Cause Analysis: Analyze audit data to identify compliance gaps, communication errors, and systemic operational issues, formulating actionable insights and preventive strategies. * Calibration Sessions: Conduct periodic calibration sessions with operations managers, trainers, and team leads to ensure consistent evaluation across call parameters. * Reporting & Dashboards: Prepare daily, weekly, and monthly quality reports, dashboards, and operational metrics for internal management and client stakeholders. * Process Improvement: Collaborate with operations and training teams to implement corrective action plans (CAPA) and close performance gaps. * Compliance & Documentation: Maintain accurate audit logs, SOP documentation, and quality records to ensure full regulatory and process compliance. Qualifications & Experience * Education: Bachelor’s degree in any discipline. * Experience: Minimum 3+ years of experience in Quality Analysis / Call Auditing within a customer service environment (Telecom process experience preferred). * Leadership Experience: At least 1 year of experience in a Team Leader or Supervisory capacity managing a QA/QC team. * Technical Skills: Advanced proficiency in MS Excel, PowerPoint, and quality reporting/analytical tools. * Core Competencies: Strong analytical, root cause analysis, calibration, and stakeholder management skills. Exceptional verbal and written communication skills. Equal Opportunity Employer We are an equal opportunity employer committed to fostering an inclusive, diverse, and respectful workplace environment for all employees.
Pay: ₹600,000.00 - ₹1,000,000.00 per year
Work Location: In person
