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Firstsource

Team Lead - Quality

Firstsource
Bengaluru, India
6-8 Years
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Job Description

Location: Bangalore

Grade: F2

Designation: Team Lead - Quality

Process: Capability Development

Number of Positions: 05

Minimum Criteria

  • All G and F2 grade employees can apply. It will be a vertical movement for G grade employees and lateral movement for F2 grade employees.
  • Applicants should have completed a minimum tenure of 18 months in the organization and 12 months in their current role as on 01st March 2026.
  • Performance rating of CME or above in the last 6 months.
  • No documented disciplinary issues/PIP in the last 6 months and until the closure of IMP.
  • Should have minimum 6 months experience in Voice quality - related activities like interaction evaluation, coaching, calibration & reporting.

Role & Responsibilities

  • Team Management:
    • Result oriented, proactive & strong on organizational skills, with the ability to multi-task at ease
    • Motivate, develop, counsel, and appraise team members so that their individual and team performance is of the required standard and meets the present and future needs of the business
    • Knows and uses methods of providing objective input to the appraisal process, discussing strengths and development needs as appropriate through both formal and informal channels.
    • Effectively uses a range of techniques to motivate team members and generate active commitment towards the achievement of team objectives especially in times of change
    • Willing to take on challenging assignments
    • Ability to work under pressure and to deliver on time and as per specifications
    • Eye for detail, reporting, people management, problem solving
    • Good verbal and written communication skills, to understand and communicate with various stake holders
    • Ability to manage their time well & prioritize tasks
    • Good analytical skills and ability to make decisions based on the situation
    • Experience in providing coaching & feedback to team members
    • Ability to assist with knowledge transfer and some level of coaching and feedback
    • Ability to easily pivot from administrative functions to group learning activities
    • No absenteeism, tardiness and/or behavioral issues
  • Quality Assurance & Compliance:
    • Perform analysis of auditor trends by reviewing the MTD trends and individual time/audits report tabs
    • Perform audits on the auditors. Share findings during 1:1s and store for annual performance review reference
    • Participate in client calls to share trends, wins, risks, and escalations
    • Manage end-to-end dispute process- Support review and determinations for Level 1 Disputes. Provide education to the auditor when a dispute results in an overturn.
    • Offer ongoing coaching and feedback to help QAs improve their skills and knowledge and provide assistance with any challenges they may be facing.
    • Monitor & achieve adherence to service standards throughout various projects.
    • Daily review and dissemination of procedural updates received from clients to the team through agreed-upon channels with operational teams.
    • Conduct regular calibration sessions across the team, with clients & training and produce comprehensive reports while addressing unacceptable variations.
    • Efficiently coordinate and track serious process defects, ensuring corrective actions are promptly taken on the floor.
  • Continuous Improvement & RCA Implementation:
    • Utilize QC tools for structured problem-solving and performance improvement
    • Conduct Root Cause Analysis (RCA) on recurring quality issues
    • Streamline customer journeys by eliminating inefficiencies and optimizing workflows
  • Client Management:
    • Ability to effectively manage client relations & interactions, single-headedly
    • Engage in regular client discussions, governance meetings, and reviews to align expectations and enhance quality deliverables
    • Ensure timely reporting and resolution of quality issues, proactively addressing client concerns
  • Training & Coaching:
    • Conduct Training Needs Analysis (TNA) to identify skill gaps and work with the training team to implement upskilling initiatives.
    • Partner with a training team to develop and deliver targeted training programs based on quality insights.
  • Reporting, Governance & Data-Driven Insights:
    • Generate quality reports, dashboards, and insights based on QA evaluations.
    • Track weekly & monthly performance on agreed client KPIs and proactive share improvement actions to achieve the same.
    • Maintain QA documentation, compliance logs, and best practices repository for audits and continuous improvement.
Educational/Professional Qualifications

  • Graduation / Diploma in any discipline.
  • Additional Certification in Improvement methodologies like Lean and Six Sigma and understanding of the QC tools will be an added advantage.

Required Skills

  • Knowledge on Excel & report making
  • Experience in coaching, either face-to-face or in a virtual space.
  • Strong data collection, analysis (RCA, TNI, quality tools), reporting, and governance skills.
  • Experience working with cross-cultural teams.
  • Ability to work across the training cycle from training needs analysis, design, delivery, and evaluation.
  • Client/Customer Relationship Management experience with a proven ability to maintain and enhance business relationships.
  • Passionate about developing others and fostering a culture of continuous learning.
  • Strong innovation and creative problem-solving mindset.
  • Flexible and adaptable to evolving business needs and challenges.
  • Comfortable working 5 days a week in a fast-paced environment, across day/night rotating shifts.

Competencies That Will Be Assessed

  • Working knowledge of 7 QC Tools, Analytical & Problem-Solving Skills.
  • Team handling & SLA achievement abilities.
  • Hands on experience to work with MS office tools (Excel, ppt).
  • Cross-Functional Collaboration.
  • Client Engagement: Ability to manage and strengthen relationships with key clients and internal stakeholders.
  • Coaching & Mentorship: Ability to provide structured feedback, training, and performance enhancement support.
  • Knowledge of Quality Principles & Frameworks: Understanding of quality methodologies and Lean Six Sigma principles (certification is a plus).

Selection Procedure

  • HR Screening
  • Rounds of Personal Interview

Application Process & Timelines

Last date to apply on the job posting is 01st April 2026

PS: Strictly no extension allowed on Timelines

The selected candidates must be released within 15 days from the date of the announcement of the results.

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Quality Assurance
Employment Type:
Full time

About Company

Firstsource

Job ID: 147491763

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Last Updated: 15-05-2026 10:44:53 PM
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