Team Lead - Quality

Responsibilities

• Lead and manage a team of 12–20 Quality Auditors to ensure adherence to quality standards and client-defined SLAs.
• Motivate team members to consistently achieve KPIs and maintain high performance.
• Conduct regular floor walks, monitor live calls/chats, and provide real-time structured feedback and coaching.
• Handle customer and process escalations and resolve employee grievances.
• Utilize statistical skills for data analysis, report generation, and performance metric reviews.
• Manage team operations including shift schedules, workloads, and monthly performance appraisals.
• Organize training programs, weekly team meetings, and engagement activities to boost morale.

Requirements

• Any Graduate degree.
• Strong communication and interpersonal skills.
• Proven problem-solving abilities.
• Proficiency in basic arithmetic and statistical skills for data analysis.
• Strong organizational and planning skills.

About the Company

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a global leader in providing business process solutions. We serve diverse industries including Healthcare, Banking, Financial Services, Communications, Media, and Technology. With a global footprint, we leverage cutting-edge tech, data, and analytics to solve complex challenges and deliver future-focused solutions for our clients.