Quality Analyst Team Lead

Projects Overview

Date Posted: 08-Jul-2026
Job Type: Full Time
Job Exp: 1 Year
Salary: ₹15000 / MONTH
Location: Gurugram
Education Req: Bachelor's degree

Job description

Position: Quality Assurance Manager – Customer Service

Job Type: Full-time
Location: Gurugram, Haryana
Shift and Schedule: Night shift

Company Overview:

Sporty Group is a global consumer internet and technology company with a leading sports media, gaming, social, and fintech platform. With technology and operations hubs in over 10 countries and 3 continents, we serve millions of daily active users worldwide.

We prioritize intelligent, energetic individuals passionate about delivering top-notch products and services. Our work environment emphasizes flexibility, innovation, and generous rewards for contributions to our dynamic and growing team of 450+ high achievers.

Key Responsibilities:

Team Leadership:
- Manage and mentor a team of quality analysts, fostering a positive and motivating work environment.
- Provide regular coaching sessions and constructive feedback to improve team performance.
Quality Assurance Framework:
- Develop and implement QA frameworks for customer service interactions (calls, chats, emails).
- Ensure QA processes align with organizational goals and regulatory requirements.
Monitoring & Reporting:
- Regularly monitor customer interactions to assess quality and compliance.
- Define and track key performance indicators (KPIs) (e.g., customer satisfaction, response time).
- Prepare and present quality reports to management, highlighting trends and areas for improvement.
Collaboration & Process Improvement:
- Work with training teams to develop programs that enhance customer service skills.
- Identify and recommend process improvements to boost customer satisfaction and operational efficiency.
- Collaborate with cross-functional departments (operations, product, marketing) to align QA initiatives with business objectives.
Customer Experience Management:
- Analyze customer feedback to identify pain points and improve service delivery.
- Address and resolve any quality-related disputes within the customer service team.
- Ensure adherence to company policies and regulatory standards.

Qualifications:

Education: Minimum HSC (Higher Secondary Certificate) required.
Experience: At least 3+ years of experience in a quality assurance or team management role.
Skills:
- Strong leadership and team management abilities.
- Exceptional communication and interpersonal skills.
- High attention to detail and the ability to maintain confidentiality.
- Ability to thrive in a fast-paced environment while managing multiple priorities.