Job Description

  • To lead a team of quality analysts
  • Will be responsible for the audit and governance plans for all lines of business at the level 2 wing of the contact centre which includes the social media team, escalation desk and outbound team.
  • Accountable for identifying process gaps and liaison with the respective stakeholders to fix the same. 
  • Work along with the key stakeholders to improve the interaction quality and customer experience. 
  • Identify and recommend different ways of audit sampling and feedback improving mechanisms.
  • Work with managers of different lines of business to outline the specific data needs.
  • Hold regular reviews with respective teams and stakeholders.
  • Ensure analysis of audit data and the findings to be shared with the respective stakeholders periodically. 
  • Responsible for upskilling quality analysts. Identify their areas of opportunity and recommend internal/external development programs.


  • Should be a graduate.  
  • Should have strong interpersonal skills & people management skills
  • Excellent written and verbal communication in English & excellent verbal communication in Hindi.
  • Should have at least two years of work experience in quality in a contact centre with both voice and non-voice processes.
  • Should have at least one year of experience in a team manager /leader role in a contact centre. 
  • Six sigma green belt certified will be an added advantage

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