Lead–Quality Assurance.RBG-Service and Governance
BengaluruFull-time5–9 yrsPosted 2 months ago
Senior legal role at Mashreq Careers in Bengaluru. Needs 5+ years and a BBA or B.Com.
About the role
The Quality Lead is responsible for driving excellence in customer experience through effective quality assurance, governance, coaching, and continuous improvement initiatives across Contact Center & Complaint operations. The role ensures compliance with regulatory and internal quality standards, identifies opportunities to improve customer journeys, enhances frontline performance, and promotes a customer-centric culture.
What you'll do
- Quality Governance & Assurance
- Lead and manage the Quality team to ensure consistent and effective execution of quality monitoring activities
- Ensure adherence to internal policies, regulatory requirements, quality standards, and customer service guidelines
- Conduct calibration sessions to ensure evaluation consistency and reduce scoring variances
- Monitor quality trends and identify emerging risks impacting customer experience and compliance
What you need
- Compliance
- Performance management
- Employee engagement
- Root cause analysis
Good to have
- Six Sigma