Quality Analyst – Team Lead (Chat Support)
Panchkula, Haryana | Night Shift | 5+ Years Experience
About the Role
We're looking for an experienced Quality Analyst Team Lead to drive quality standards across our Chat Support process. You'll lead a team of Quality Analysts, run audits, and coach agents to consistently deliver a great customer experience.
Responsibilities
- Lead and mentor a team of Quality Analysts
- Conduct chat quality audits and ensure process compliance
- Drive coaching sessions and performance improvement plans
Requirements
- 5+ years of experience in BPO Chat Support Quality, with prior Team Lead exposure
- Strong knowledge of CSAT, FCR & RCA analysis
- Hands-on experience with quality audits and calibration sessions
- Advanced Excel and reporting skills
- Excellent written and verbal communication skills
- Comfortable working night shifts
Skills: Quality Assurance · Team Leadership & Coaching · Audits & Calibrations · CSAT/FCR/RCA · Process Improvement · Advanced Excel & Reporting
Pay: ₹600,000.00 - ₹750,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
