Associate Call Quality Lead - Contaact Center

Job description

**Company Description** TVS Motor Company is a global manufacturer of two- and three-wheelers, focused on sustainable mobility and supported by four advanced manufacturing facilities in India and Indonesia. With a 100-year legacy of trust, value, and customer focus, the company is known for delivering high-quality products through innovative and sustainable processes. TVS Motor is the only two-wheeler company to have received the prestigious Deming Prize, and its products consistently lead in J.D. Power quality and customer service surveys. The group also includes iconic brands such as Norton Motorcycles in the United Kingdom and leading e-bike companies in Switzerland. TVS Motor operates in around 80 countries, offering diverse career opportunities in a globally recognized organization dedicated to superior customer experiences. **Role Description** The Associate Call Quality Lead – Contact Center is a full-time, on-site role based in Bengaluru. This role is responsible for monitoring and evaluating customer calls to ensure adherence to quality standards, policies, and compliance requirements. The individual will conduct regular call audits, identify areas of improvement, and provide constructive feedback and coaching to contact center team members. The role involves analyzing call data and performance metrics, preparing quality reports, and collaborating with operations, training, and leadership teams to enhance customer experience. The Associate Call Quality Lead will also contribute to refining quality frameworks, supporting process improvements, and helping maintain a consistent, high-standard service culture in the contact center. **Qualifications** - Candidates should possess strong Analytical Skills for interpreting call metrics, identifying trends, and supporting data-driven decisions. - Candidates should possess Quality Auditing and Quality Control skills to review calls, evaluate adherence, and monitor performance against defined benchmarks. - Candidates should possess Quality Assurance and Quality Management skills to develop and maintain standards, support continuous improvement, and drive consistent customer experience. - Relevant experience in contact center quality roles, preferably in automotive or customer service domains. - Excellent communication, coaching, and feedback skills, with the ability to influence and collaborate across teams. - Strong attention to detail, problem-solving abilities, and comfort working with reporting tools and call monitoring systems. - Bachelor’s degree in business, engineering, or a related field is preferred. - Willingness to work on-site in Bengaluru and align with TVS Motor’s customer-centric and ethical values.