As a Team Leader, the key responsibility is to supervise and support team members, ensuring they meet performance goals through regular feedback and task management. The role involves monitoring KPIs, optimizing efficiency, and resolving issues within the team. Additionally, the Team Leader provides training, handles conflict resolution, and facilitates communication between the team and upper management. They also identify process improvements and ensure the team delivers high-quality service, addressing escalated customer concerns when needed.

As a Quality Assurance (QA) Specialist in a BPO setup, the primary responsibility is to monitor and evaluate customer interactions to ensure adherence to quality standards. This involves reviewing calls, chats, or emails, providing feedback to agents, and identifying areas for improvement. The QA Specialist analyzes performance data, tracks trends, and works with team leaders to implement corrective actions and training programs to enhance service quality. Additionally, the role includes maintaining documentation of quality scores, ensuring compliance with company policies, and recommending process improvements to optimize overall customer satisfaction and operational efficiency.