Job Description

Quality Lead

Department: CXCG – Customer Experience & Conduct Group
Reporting To: Manager – Quality & Training

1. Job Purpose

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.

The Quality Lead manages quality consultants, oversees quality programs and frameworks, supports strategic CX initiatives, and partners with business stakeholders to drive sustainable service improvements.

2. Key Responsibilities

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.
• Oversee quality frameworks, scorecards, evaluation methodologies, and sampling strategies.

Performance Improvement & Coaching

• Analyze quality findings and identify performance gaps at individual, team, and process levels.
• Partner with Operations, Training, and Team Leaders to design targeted coaching and development plans.
• Track effectiveness of coaching initiatives and measure improvement outcomes.
• Support performance management processes through quality insights and recommendations.

Customer Experience Enhancement

• Drive initiatives aimed at improving Customer Satisfaction (CSAT), NPS, First Contact Resolution (FCR), and overall customer experience.
• Analyze customer feedback, complaints, and survey results to identify root causes and improvement opportunities.
• Recommend process enhancements to reduce customer effort and improve service delivery.
• Foster a customer-obsessed culture across frontline teams.

Analytics & Reporting

• Develop and maintain quality performance dashboards and management reports.
• Provide actionable insights through trend analysis, root cause investigations, and customer feedback reviews.
• Monitor key quality KPIs and ensure timely escalation of critical issues.
• Present findings, recommendations, and improvement initiatives to management and stakeholders.

Continuous Improvement & Projects

• Lead quality-related transformation and process improvement initiatives.
• Partner with Technology, Digital, Product, and Operations teams to enhance customer journeys and eliminate pain points.
• Support digitization projects by providing customer experience and quality assurance perspectives.
• Contribute to strategic initiatives aimed at increasing operational efficiency and service excellence.

Team Leadership

• Lead, mentor, and develop Quality Consultants to maximize team effectiveness.
• Establish clear performance expectations and development plans.
• Support employee engagement, recognition, and retention initiatives.
• Promote a culture of accountability, collaboration, and continuous learning.

3. Key Result Areas (KPIs)

• Quality Score achievement and improvement.
• Reduction in quality-related defects and fatal errors.
• Improvement in CSAT, NPS, and customer experience metrics.
• Coaching effectiveness and performance improvement outcomes.
• Timely completion of quality reviews and reporting.
• Calibration accuracy and evaluation consistency.
• Successful implementation of process improvement initiatives.
• Employee development and engagement within the Quality team.
• Regulatory and policy compliance adherence.

4. Operating Environment & Working Relationships

Internal Stakeholders

• Contact Center Operations Management
• Training & Knowledge Management Teams
• Customer Care Unit.
• Product and Business Units
• Compliance, Risk, and Governance Functions
• Technology and Digital Teams

External Stakeholders

• Customers (through quality insights and feedback analysis)
• External benchmarking and industry best-practice forums where applicable

5. Problem Solving

• Conduct root cause analysis of customer complaints, quality defects, operational risks, and service failures.
• Recommend process, policy, system, and behavioral improvements.
• Resolve complex quality and customer experience issues through data-driven decision making.
• Balance business objectives, customer needs, and regulatory requirements when recommending solutions.
• Address people-management challenges while maintaining team engagement and performance.

6. Decision Making Authority

• Recommend quality standards, monitoring methodologies, and evaluation frameworks.
• Make decisions regarding quality interventions, coaching priorities, and corrective action plans.
• Escalate critical customer experience, compliance, and quality risks.
• Recommend process, policy, and technology enhancements to improve customer outcomes.
• Influence operational and training strategies through quality intelligence and insights.

7. Knowledge, Skills & Experience

Knowledge

• Strong understanding of Retail Banking products, services, and customer journeys.
• Comprehensive knowledge of Contact Center operations and quality management principles.
• Understanding of customer experience frameworks, complaint management, and regulatory requirements.
• Knowledge of performance management and coaching methodologies.

Skills

• Strong analytical and problem-solving skills.
• Advanced reporting and data interpretation skills.
• Excellent stakeholder management and communication skills.
• Coaching and mentoring capabilities.
• Presentation and facilitation skills.
• Project and change management skills.
• Strong decision-making and influencing skills.

Experience & Qualifications

• Bachelor's degree in business, Banking, Finance, or related field.
• Minimum 5 years of experience in Quality Assurance.
• Minimum 2-3 years in a supervisory or leadership role.
• Banking and Contact Center experience preferred.
• Professional certifications in Quality Management, Customer Experience, Lean Six Sigma, or related disciplines would be advantageous.