Location
India
Job Type
Full-time
Posted
June 12, 2026
Job Description
Job Description: Quality Lead:
Position Overview: The Quality Lead will be responsible for ensuring excellence in chat and email-based customer support operations within a BPO contact center. This role focuses on monitoring, evaluating, and improving agent performance, ensuring compliance with quality standards, and driving initiatives that enhance customer satisfaction and operational efficiency across non-voice channels.
Key Responsibilities
- Quality Monitoring
- Audit chat and email interactions to assess accuracy, tone, compliance, and resolution effectiveness.
- Provide structured feedback and coaching to agents.
- Conduct calibration sessions to align quality standards across teams.
- Performance Management
- Track KPIs such as CSAT (Customer Satisfaction Score), NPS, FCR (First Contact Resolution), AHT (Average Handling Time), and email response SL...