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Role Purpose

The QA & Training Team Lead is responsible for managing the Quality Assurance and Training function and ensuring continuous improvement in employee performance and service quality.

The primary focus of the role is to:

• Maintain and improve overall service quality.
• Identify low-performing employees and drive their performance improvement.
• Ensure employees consistently meet defined quality and performance targets.
• Provide structured coaching and development plans for employees with quality or performance gaps.
• Deliver effective onboarding and training for new employees.
• Identify knowledge and skill gaps through QA and performance data.
• Ensure that training and coaching activities lead to measurable improvements in quality and operational performance.
• Support the implementation of the global Quality & Performance Management (QPM) framework.

Key Responsibilities

1. Quality Assurance

• Lead the QA function and ensure consistent quality monitoring.
• Monitor Quality Score / IQS trends and identify performance gaps.
• Identify Bottom Quartile employees and performance outliers.
• Analyze quality defects and recurring errors.
• Conduct Root Cause Analysis using Knowledge, Skill, Will, and Process categories.
• Lead regular QA calibration sessions.
• Ensure consistency and accuracy of QA evaluations.
• Monitor high-severity and customer-impacting defects.
• Identify quality risks and escalate them to Operations management.
• Maintain QA standards and ensure alignment with the QPM framework.

2. Performance Improvement

A key responsibility of the role is to improve the performance of low-performing employees and support them in reaching the required targets.

The QA & Training Team Lead will:

• Identify employees with consistently low Quality Scores or performance results.
• Develop individual improvement and recovery plans.
• Review individual high-risk and high-AHT cases.
• Ensure daily/regular coaching sessions are conducted for identified employees.
• Work closely with Operations TLs to monitor progress.
• Provide targeted coaching based on actual performance data.
• Track employee progress week by week.
• Evaluate whether coaching and training result in measurable improvement.
• Ensure improvement plans have clear, measurable targets and timelines.
• Escalate employees who do not demonstrate sufficient improvement after the agreed recovery period.

3. Target & Performance Management

The QA & Training Team Lead is responsible for ensuring that employees understand and consistently meet the required quality and performance targets.

Responsibilities include:

• Clearly communicate quality and performance expectations to employees.
• Monitor employee performance against agreed KPIs and targets.
• Identify employees who are below target and define appropriate coaching or training actions.
• Ensure SMART Action Plans are aligned with specific and measurable performance targets.
• Track progress against targets on a weekly basis.
• Provide regular feedback based on actual performance results.
• Work closely with Operations TLs to address performance gaps in a timely manner.
• Ensure coaching and training activities are focused on achieving measurable KPI improvement.
• Monitor whether employees sustain target performance after completing an improvement plan.
• Escalate persistent underperformance when employees do not meet targets despite coaching and training.

4. New Hire Training & Onboarding

The QA & Training Team Lead is responsible for ensuring that new employees receive effective and structured training.

Responsibilities include:

• Plan and coordinate new-hire training programs.
• Deliver or oversee process and product training.
• Ensure new employees understand quality and performance expectations from the beginning of training.
• Conduct knowledge checks and quizzes.
• Monitor new-hire performance during the transition to production.
• Identify early knowledge and skill gaps.
• Provide refresher training where required.
• Work with Operations and QA to ensure a smooth transition from training to production.
• Track new-hire performance during the initial weeks after Go-Live.
• Ensure new employees are progressing toward required performance targets.

5. Training & Knowledge Improvement

• Use QA results and performance data to identify knowledge and skill gaps.
• Develop targeted refresher training based on recurring defects.
• Provide KB materials and other learning resources for additional knowledge reinforcement.
• Conduct regular knowledge assessments and quizzes.
• Develop training materials, job aids, process guides, and knowledge checks.
• Ensure process changes are communicated and incorporated into training materials.
• Track the effectiveness of training through post-training performance results.
• Ensure training interventions contribute to measurable improvement against agreed targets.

6. Coaching & Action Plans

• Establish structured coaching plans for employees with performance gaps.
• Ensure coaching is based on specific cases and data rather than general feedback.
• Conduct or oversee regular coaching sessions.
• Support SMART Action Plans for Bottom Quartile and outlier employees.
• Monitor action plan progress and ensure actions are completed on time.
• Measure improvement against agreed KPIs and targets.
• Adjust coaching or training interventions based on performance results.
• Ensure employees receive regular feedback on their progress toward target.

7. CAPA & Continuous Improvement

• Support CAPA activities related to quality and performance issues.
• Identify recurring defects that require systemic corrective action.
• Partner with Operations to implement corrective and preventive actions.
• Monitor the effectiveness of corrective actions.
• Identify opportunities for continuous improvement.
• Share best practices and lessons learned.
• Recommend improvements to processes, training, and quality standards.

8. Reporting & Governance

The QA & Training Team Lead will prepare and maintain:

• Weekly Quality & Performance Dashboard
• Monthly Quality & Training Governance Scorecard
• QA performance reports
• Target achievement reports
• Bottom Quartile / Outlier reports
• Root Cause Analysis reports
• Coaching and Action Plan tracking
• Training completion reports
• New-hire training performance reports
• Quiz / knowledge assessment results
• Certification and retraining records
• CAPA tracking
• Training effectiveness reports

The Team Lead will provide updates during WBR, monthly governance meetings, and QBRs.

Key Performance Indicators

Quality

• Overall Quality Score / IQS
• Quality target achievement
• Quality improvement trend
• Critical / high-severity defect rate
• Recurring defect reduction
• Bottom Quartile improvement
• QA evaluation accuracy and completion
• Calibration alignment

Performance Improvement

• Percentage of low performers improved
• Percentage of employees meeting required targets
• Improvement in Quality Score after coaching
• Action Plan completion rate
• Performance recovery rate
• Coaching effectiveness
• Reduction in recurring errors
• Improvement in AHT where applicable

Training

• New-hire training completion
• New-hire certification rate
• Knowledge assessment / quiz results
• Training completion rate
• Retraining completion
• Knowledge-related defect reduction
• Post-training performance improvement
• Percentage of new hires reaching required targets within the expected ramp-up period

Required Skills & Competencies

• Experience in Quality Assurance, Training, or Contact Center Operations.
• Strong understanding of quality and performance management.
• Strong analytical and problem-solving skills.
• Ability to analyze QA and operational performance data.
• Strong coaching and training skills.
• Experience in Root Cause Analysis.
• Ability to develop and implement performance improvement plans.
• Strong understanding of KPI and target management.
• Strong communication and presentation skills.
• Strong Excel and reporting skills.
• Ability to work effectively with Operations and management.
• Strong organizational and time-management skills.

Success Profile

The success of the QA & Training Team Lead will be measured primarily by measurable improvement in employee performance, target achievement, and service quality.

The role should demonstrate:

Identify → Analyze → Coach → Train → Measure → Improve → Sustain

The ultimate objective is to ensure that:

1. New employees are properly trained and prepared before going live.
2. New employees reach required performance targets within the expected ramp-up period.
3. Low-performing employees receive targeted coaching and training.
4. Employees consistently work toward and meet defined quality and performance targets.
5. Quality gaps are identified early.
6. Performance improvement is measurable and sustainable.
7. Recurring quality issues are reduced.
8. Training and coaching are directly connected to operational results.
9. Employees who achieve target performance are supported in maintaining it.