Job Description: Quality Lead:
Position Overview: The Quality Lead will be responsible for ensuring excellence in chat and email-based customer support operations within a BPO contact center. This role focuses on monitoring, evaluating, and improving agent performance, ensuring compliance with quality standards, and driving initiatives that enhance customer satisfaction and operational efficiency across non-voice channels.
Key Responsibilities
- Quality Monitoring
- Audit chat and email interactions to assess accuracy, tone, compliance, and resolution effectiveness.
- Provide structured feedback and coaching to agents.
- Conduct calibration sessions to align quality standards across teams.
- Performance Management
- Track KPIs such as CSAT (Customer Satisfaction Score), NPS, FCR (First Contact Resolution), AHT (Average Handling Time), and email response SLA.
- Support team leaders in performance reviews and improvement plans.
- Drive continuous coaching and mentoring initiatives.
- Process Improvement
- Identify recurring issues in chat and email workflows and recommend corrective actions.
- Collaborate with training teams to design modules addressing quality gaps.
- Implement best practices to enhance customer experience.
- Compliance & Governance
- Ensure chat and email interactions comply with company policies, client requirements, and data security standards.
- Maintain documentation of quality audits and compliance reports.
- Act as a subject matter expert for quality standards in non-voice support.
- Stakeholder Collaboration
- Partner with operations, training, and client teams to align quality goals.
- Present quality insights and improvement strategies to management.
- Support onboarding new processes with quality frameworks.
Required Skills & Competencies
- Strong expertise in chat and email support operations.
- Proficiency in CRM tools, ticketing systems, and reporting dashboards.
- Excellent analytical, coaching, and written communication skills.
- Ability to drive continuous improvement initiatives.
- Strong stakeholder management and presentation skills.
- Demonstrated ability to investigate complex problems, identify underlying causes, and apply structured problem-solving methodologies.
- Skilled in defining specific, measurable, and sustainable actions to address identified root causes and drive continuous improvement
Qualifications
- Bachelors degree in business administration, Communication, or related field.
- 4–7 years of experience in BPO quality assurance, with at least 3 years in chat/email support.
- Certification in Quality Management (Six Sigma, COPC, or equivalent) preferred.
- Experience in transactional quality.
- Able to work in terms of business opportunities, growth, revenue.
- Excellent skills on Excel/Quality Tools / Data Analysis / Analytical Skills / Reporting.
- Excellent problem-solving capabilities and lateral thinking skills
