Team Lead - Quality

Result oriented, proactive & strong on organizational skills, with the ability to multi-task at ease

Motivate, develop, counsel, and appraise team members so that their individual and team performance is of the required standard and meets the present and future needs of the business

Knows and uses methods of providing objective input to the appraisal process, discussing strengths and development needs as appropriate through both formal and informal channels.

Effectively uses a range of techniques to motivate team members and generate active commitment towards the achievement of team objectives especially in times of change

Willing to take on challenging assignments

Ability to work under pressure and to deliver on time and as per specifications

Eye for detail, reporting, people management, problem solving

Good verbal and written communication skills, to understand and communicate with various stake holders

Ability to manage their time well & prioritize tasks

Good analytical skills and ability to make decisions based on the situation

Experience in providing coaching & feedback to team members

Ability to assist with knowledge transfer and some level of coaching and feedback

Ability to easily pivot from administrative functions to group learning activities

Perform analysis of auditor trends by reviewing the MTD trends and individual time/audits report tabs

Perform audits on the auditors. Share findings during 1:1s and store for annual performance review reference

Participate in client calls to share trends, wins, risks, and escalations

Manage end-to-end dispute process- Support review and determinations for Level 1 Disputes. Provide education to the auditor when a dispute results in an overturn.

Offer ongoing coaching and feedback to help QAs improve their skills and knowledge and provide assistance with any challenges they may be facing.

Monitor & achieve adherence to service standards throughout various projects.

Daily review and dissemination of procedural updates received from clients to the team through agreed-upon channels with operational teams.

Conduct regular calibration sessions across the team, with clients & training and produce comprehensive reports while addressing unacceptable variations.

Utilize QC tools for structured problem-solving and performance improvement

Conduct Root Cause Analysis (RCA) on recurring quality issues

Ability to effectively manage client relations & interactions, single-headedly

Engage in regular client discussions, governance meetings, and reviews to align expectations and enhance quality deliverables

Conduct Training Needs Analysis (TNA) to identify skill gaps and work with the training team to implement upskilling initiatives.

Generate quality reports, dashboards, and insights based on QA evaluations.

Track weekly & monthly performance on agreed client KPIs and proactive share improvement actions to achieve the same.