Lead–Quality Assurance.RBG-Service and Governance

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

• 5–9 yrs of experience
• Compliance
• Performance management
• Employee engagement
• Root cause analysis
• BBA or B.Com

Good to have

• Six Sigma