Team Leader - Call Quality

Company Description

QDegrees Services is a business consulting and product innovation company that empowers clients to enhance customer satisfaction and loyalty by leveraging customer experience. With a vision to make customer experience simple yet effective through innovative CX models, QDegrees specializes in customer lifecycle enhancement, customer journey mapping, voice of customer research, and developing AI-based IT products. The company boasts a range of in-house SaaS products and a broad spectrum of consulting services including mystery shopping, compliance audits, and market research. With over 60 delighted clients, 160 ongoing projects, and a growing expert team, QDegrees is well on its way to becoming a global leader in customer experience strategy and deployment.

Role Description

This is a full-time on-site role for a Team Leader - Quality located in Jaipur. The Team Leader - Quality will be responsible for overseeing the quality assurance processes, conducting audits, analyzing performance data, and ensuring compliance with company standards. They will also lead a team of quality analysts, provide training and mentoring, and develop initiatives to improve quality metrics. Collaboration with other departments to resolve quality-related issues and implement best practices is also an essential part of the role.

Qualifications

• Experience in quality assurance processes and conducting audits
• Proficiency in analyzing performance data and ensuring compliance
• Strong leadership skills with the ability to train, mentor, and manage a team
• Excellent communication and interpersonal skills
• Ability to develop and implement initiatives to improve quality metrics
• Experience in the customer experience or consulting industry is a plus
• Bachelor’s degree in a relevant field such as Business Management or Quality Assurance