Quality Assurance Team Leader

About the role

The Quality Assurance Team Leader will oversee the quality monitoring team, ensuring that all customer calls and interactions meet the bank’s high standards. This role focuses on continuous improvement of service quality while aligning with the institution’s policies.

Key responsibilities

• Monitor and evaluate employee performance across calls and other customer interactions.
• Prepare and submit periodic reports on service quality, individual, and team performance.
• Analyze call recordings to identify strengths, weaknesses, and develop improvement plans.
• Participate in the creation and refinement of quality standards, policies, and procedures.
• Provide ongoing feedback and coaching to enhance employee performance.
• Supervise training for new hires and conduct workshops to build quality‑related competencies.
• Ensure accurate data entry and proper usage of the call recording and CRM systems.
• Carry out any additional tasks assigned by the manager or department head.

Required profile

• Bachelor’s degree in Commerce, Economics, Finance, or a related field.
• Minimum of 3 years’ experience in a call centre or customer service environment.
• Proven ability to lead a team and drive quality improvements.

Required skills