Team Lead - QA

About the Position

Roarbank is seeking a Team Lead - QA to manage and lead the Quality Assurance team, ensuring adherence to organizational processes and customer satisfaction.

Responsibilities

Team Management & Leadership

• Lead, mentor, and develop a team of Quality Analysts.
• Set performance objectives and conduct regular performance reviews.
• Ensure effective workload distribution and resource planning.
• Drive a culture of accountability, quality, and continuous improvement.
• Conduct team meetings and knowledge-sharing sessions.

Quality Monitoring & Governance

• Ensure timely completion of quality evaluations as per defined targets.
• Monitor quality standards across customer interactions, processes, and transactions.
• Identify process deviations, compliance risks, and service gaps.
• Ensure adherence to internal policies, regulatory guidelines, and quality frameworks.

Coaching & Performance Improvement

• Analyze quality trends and identify improvement opportunities.
• Collaborate with Operations Team Leaders to drive corrective action plans.
• Facilitate coaching sessions for agents and stakeholders based on quality findings.
• Track effectiveness of feedback and coaching interventions.

Stakeholder Management

• Partner with Operations, Training, Process Excellence, Compliance, and Business teams.
• Present quality performance reports and insights to management.
• Conduct calibration sessions to ensure scoring consistency across teams.
• Support audits and management reviews.

Reporting & Analytics

• Prepare and publish daily, weekly, and monthly quality dashboards.
• Identify trends and provide actionable recommendations.
• Monitor KPIs such as: Quality Score, Critical Error Rate, Compliance Adherence, Customer Experience Metrics, Feedback Closure TAT, Monitoring Productivity.

Continuous Improvement

• Drive process improvement initiatives to enhance service quality.
• Participate in root cause analysis for recurring defects and customer complaints.
• Support implementation of new processes, products, and quality frameworks.
• Recommend automation and efficiency improvement opportunities.

Requirements

• Bachelor's Degree in any discipline.
• 5-7 years of experience in Quality Assurance, Service Quality, Customer Service, or Contact Centre Operations.
• Minimum 1-2 years of experience in a Team Lead or supervisory role preferred.
• Strong communication and analytical skills.
• Good attention to detail and a customer-first mindset.
• Proficiency with QA tools, CRM systems, and basic reporting.
• MS Office.
• Experience in Banking, Financial Services, FinTech, or Customer Operations will be an advantage.

Nice to Have

• Certification in Quality Management, Lean Six Sigma, COPC, or related fields preferred.

Working Conditions

• Flexible to travel to offices in Mumbai & Navi Mumbai

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