Lead Associate - Transactional Quality - Gurgaon

Roles & Responsibilities :

• Perform daily quality audits as per defined process and QSD requirements.
• Deliver timely, accurate, and actionable feedback to agents based on audit results.
• Analyze customer contacts and client-raised errors to identify trends and risks.
• Meet monthly sampling and feedback targets as per the agreed guidelines.
• Prepare Weekly Business Review (WBR) inputs and other quality reports within SLAs.
• Conduct Root Cause Analysis (RCA) for all quality defects and repeat errors.
• Support and participate in internal and client calibration sessions.
• Share improvement opportunities and quality insights with QA Leads and Operations.
• Communicate quality performance updates with clients on a periodic basis.
• Support Operations in identifying training and coaching needs.
• Participate in quality initiatives, pilots, and improvement projects.
• Attend all required QA, process, and development training.

Skills Required :

• Strong analytical and problem-solving skills.
• Effective time management and attention to details
• Clear verbal and written communication skills.
• Coaching and feedback delivery capability.
• Stakeholder and conflict management skills.
• Strong interpersonal and collaboration skills.

Eligibility / Experience Requirements (if any):

• Minimum of 2 years Quality experience, preferably in a BPO or Contact Center environment
• BPO / Contact Center experience is required, with exposure to customer support operations
• No active or recent disciplinary actions within the past six (6) months
• Consistently above-average to top performance metrics, demonstrating strong quality, compliance, and call-handling standards
• Experience in a support-related role is a plus
• Proficient in MS Office (Excel, PowerPoint, Word) and reporting tools.

Qualifications:

• Graduate in any discipline.

Key Deliverables / Success Metrics:

• High audit accuracy and scoring consistency.
• Timely completion of audits, reports, WBRs, and RCAs.
• Reduction in repeat defects and quality gaps.
• Positive collaboration with Operations, Training, and Clients.
• Demonstrated readiness for future QA Lead progression.