Role Summary:
As a Quality Team Leader (QTL), think of yourself as a medium for continuous improvement—not just for yourself and your immediate team, but for the rest of the operational teams you will support. In this role, you will supervise a team of Quality Analysts and collaborate with them to develop quality standards and methods. You'll conduct audits, attend business reviews and calibration sessions, and work cross-functionally to address opportunities for improvement, contributing to the larger goal of operational excellence.
Roles and Responsibilities:
- Calculate monthly audit targets and distribute workload among Quality Analysts (QAs).
- Drive audit target completion across the team.
- Gather insights from QAs, based on audits, to identify training needs and prepare for briefings.
- Report performance metrics for the assigned span on a daily, weekly, and monthly basis.
- Suggest process/system improvements backed by quantified improvement opportunities, based on recurring customer concerns.
- Attend weekly business reviews with Campaign Team Leads, Operations Managers, and Clients.
- Coordinate with Training teams to develop training needs analysis.
- Participate in strategic projects within the campaign or Line of Business (LOB).
- Interview, onboard, and train new QAs.
- Conduct periodic training sessions for the aligned span on quality tools and analysis.
- Perform audit-over-audit checks for QAs to ensure consistency and accuracy.
- Coach and mentor QAs to support their performance improvement and upskilling.
- Maintain a performance stack rank for QAs and conduct quarterly performance reviews.
- Organize and lead cross-functional calibration sessions for QAs, Operations, and Training teams.
- Maintain a change management log for the quality form and rubric updates.
- Lead quality initiatives, contests, and engagement campaigns for the assigned span.
- Stay updated on process and product knowledge to serve as a Subject Matter Expert (SME) for the campaign/LOB.
Technical Skills & Requirements:
- Proficiency in quality tools for analysis and data interpretation.
- Advanced Excel / Google Sheets skills for efficient data management and reporting.
- Strong problem-solving and process improvement skills.
- Knowledge of Six Sigma / Lean principles is highly desirable.
- Minimum 6 months of experience in managing a team of Quality Analysts.
- Previous experience in a similar environment is preferred.
