Team Lead - Quality

• *Team Lead \- Quality**

========================

Date: Jul 17, 2026

Location

Bangalore, KA, IN

Requisition ID: 22373

Description

Company Profile

Firstsource Solutions Limited, an RP\-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad \& Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper\-focused, domain\-centered teams and cutting\-edge tech, data, and analytics. Firstsource’s inch\-wide, mile\-deep practitioners work collaboratively, leveraging UnBPO™ \- their differentiated approach to reimagining traditional outsourcing \- to deliver real\-world, future\-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients

• *
• *Operational**

• Leads a team of 12\- 20 Associates \- Quality Auditor and motivates them to achieve the team’ SLA
• First level escalation point of contact for the local BU/Global Team
• Responsible for the project execution, monitoring KPIs and Target compliance
• Leads the team in ensuring compliance to provisions/commitments as stipulated in the Client Service
• Monitor the team performance and provide regularly updates for specific KPIs, ensuring workload compliance and Develop and share knowledge with the team
• Oversees effective resource allocation to meet both productivity and quality metrics
• Documents issues as needed and ensures adherence to policy and procedures
• Manages process, resources, and system applications
• Follow standard practices and business procedures.
• Performs ad hoc data analysis and participates on various process improvement as needed.
• Validation and QA/QC – Perform validation checks for operational processes and data inputs/outputs.
• Responsible for complying the internal quality standard.
• Validate that the information gathered from third\-party sources represents accurate new data that should result in an update, creation, or deletion in existing data.
• Perform functions as directed by the immediate superior and local office project lead.

• *Key Performance Indicators**

• Handles any escalations that an associate is unable to handle, solves process related queries and

handles grievances.

• Listens to calls and coaches the team to enhance performance.
• Monitors the calls/chat taken by the associates and provides them feedback.

• Interacts with the quality team to seek feedback on the team’s performance and team quality scores.
• Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides

them feedback.

• Prioritizes and assigns work to associates and initiate corrective measures to resolve day\- to\- day work

related problems including scheduling or adjusting overtime requirements, break management as

necessary. Devises strategies to minimize attrition \& absenteeism.

• Organizes training program for the associates.
• Interacts with other departments like HR and administration to develop and maintain effective rapport

and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.

• Holds team briefing and de\- briefings before and after each shift.
• Organizes weekly team meetings to update the associates on any process changes, quality issues and

team SLA and KPIs.

• Initiates and administers the rewards and recognition program for the team.
• Organizes the monthly team outings in coordination with the associates and the team members.

• *Required Skills**
• Communication Skills
• Interpersonal skills
• Problem Solving skills

• *Eligibility:**

Any Graduate

• *️ Disclaimer:** Firstsource follows a fair, transparent, and merit\-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Apply now