Lead–Quality Assurance.RBG-Service and Governance

Quality Lead

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

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.

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.

• 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.

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

• 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.

• 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.

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.