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.
  
  

• 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.
  

• 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.
  

• 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.
  

• Partner with Operations Team Leaders to develop targeted coaching plans.
  
• Support improvement plans for low-performing teams or individuals
  

Requirements

• Bachelor’s degree in Business Administration, Communications, or related field.
  
  

• 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
  

• 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.