Smartcoin·4 months ago
4 months ago
QA Team Lead - Customer Support
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About this role
About Olyv
Olyv is India’s fastest growing, fully-automated next-gen Fintech company aiming to address the credit requirements of innumerous self-employed micro entrepreneurs, micro-merchants and middle/lower-income salaried individuals. Our platform also offers digital gold savings, credit health products, among others.
Headquartered in Bengaluru, Olyv was conceived in 2017 with a mission to provide financial inclusion to the underserved market. The company has been facilitating micro-credit through its cutting-edge app and has witnessed rapid growth with over 4 Cr+ users and 1 million+ loan disbursed through its AI & ML-powered modules in over 19,000 pin codes across India. Olyv's app-based credit platform offers instant credit options through 100% automation at a pan-India scale. The company has been supported by reputed fintech investors like LGT Lightstone, Accion Venture Lab, Unicorn India Ventures etc. Olyv has been recognized nationally and internationally for its efforts at Google’s Launchpad Accelerator, Global Inclusive50 by MetLife, VISA, IFC, etc.
Job Title: Customer Support Quality Assurance (QA) Team Lead
Role Summary - The Customer Support QA Team Lead is responsible for ensuring high-quality customer interactions across all support channels. This role involves leading the QA team, defining quality standards, monitoring support performance, and driving continuous improvement in customer experience through structured evaluation, coaching, and insights.
Key Responsibilities
1. Team Leadership & Management
- Lead and manage the Customer Support QA team.
- Assign workloads, set priorities, and ensure timely completion of QA evaluations.
- Conduct regular 1:1s, performance reviews, and coaching sessions.
- Support hiring, onboarding, and training of QA analysts.
2. Quality Monitoring & Evaluation
- Define and maintain QA frameworks, scorecards, and evaluation criteria.
- Review customer interactions (calls, chats, emails, tickets) for quality compliance.
- Ensure adherence to company policies, tone guidelines, and SLA standards.
- Conduct calibration sessions with stakeholders to ensure evaluation consistency.
- Perform ATA and variance reports
3. Process Improvement
- Identify recurring issues and process gaps from QA findings.
- Collaborate with Training, Operations, and Product teams to improve support quality.
- Recommend and implement corrective actions to enhance customer satisfaction.
4. Reporting & Analytics
- Prepare weekly/monthly QA reports and dashboards.
- Track key quality metrics (CSAT, QA scores, FCR, AHT impact where relevant).
- Provide actionable insights to leadership based on QA trends.
- Management level trend analysis reports
5. Training & Development
- Design and support training programs based on QA insights.
- Work closely with trainers to address skill gaps in support agents.
- Drive continuous learning culture within support teams.
Required Skills & Qualifications
- Bachelor’s degree in Business, Management, or related field.
- 3–5+ years of experience in customer support QA or operations.
- 1–3 years of experience in a team lead or supervisory role.
- Strong understanding of customer service KPIs and QA frameworks.
- Excellent analytical and problem-solving skills.
- Strong communication and coaching abilities.
- Experience with CRM and QA tools.
Preferred Skills
- Experience in omnichannel support environments (chat, email, voice).
- Familiarity with QA automation tools or speech/text analytics platforms.
- Exposure to Lean/Six Sigma or process improvement methodologies.
Key Competencies
- Leadership & team management
- Attention to detail
- Data-driven decision making
- Customer-centric mindset
- Conflict resolution
- Process optimization
Company
Smartcoin
Bengaluru, India
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