Quality Control Team Leader

1-Team Leadership & Performance Management Lead, coach, and develop a team of Quality Analysts (QAs). Conduct regular performance reviews, one-on-ones, and development plans. Ensure workload distribution and adequate coverage across shifts/accounts. Drive engagement, accountability, and a high-performance culture within the QA team. 2. Quality Monitoring & Governance Oversee call, chat, email, and back-office transaction monitoring. Ensure evaluations are completed accurately and within SLA timelines. Validate scoring consistency and ensure compliance with client quality frameworks. Maintain calibration alignment across QA, Operations, and Client stakeholders. Ensure adherence to regulatory and compliance standards where applicable. 3. Performance Analysis & Insights Analyze quality results to identify trends, gaps, and root causes. Provide actionable recommendations to Operations for performance improvement. Correlate quality scores with operational KPIs such as: CSAT / NPS First Call Resolution (FCR) AHT Escalation Rate Compliance Score Conduct deep-dive analyses for recurring performance issues. 4. Calibration & Stakeholder Alignment Lead internal and external calibration sessions. Ensure scoring alignment between QA, Team Leaders, and Clients. Act as the primary QA representative in governance meetings. Support account launches, transitions, and client audits. 5. Coaching & Performance Improvement Partner with Operations Team Leaders to develop targeted coaching plans. Support improvement plans for low-performing teams or individuals Requirements Education Bachelor’s degree in Business Administration, Communications, or related field. Experience 4–7 years of experience in a BPO/Contact Center environment Minimum 2 years in a QC TL or Quality supervisory role Experience managing voice and non-voice channels preferred. Exposure to multi-account or multi-client environments is an advantage. English level B2 Technical Skills Strong understanding of contact center KPIs and quality frameworks. Experience with QA tools and call monitoring systems. Advanced Excel skills; experience with Power BI is a plus. Strong reporting and analytical skills.