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A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Role Purpose

The Quality Team Lead is responsible for overseeing the quality assurance function for Level 1 and Level 2 Customer Service Representatives in a telecommunications environment. This role manages a team of Quality Analysts, ensures consistency in quality evaluations, drives performance improvement initiatives, and partners with operations, training, and leadership to maintain service excellence. The Quality Team Lead provides strategic guidance, leads calibration efforts, and uses data-driven insights to enhance customer satisfaction and operational effectiveness.

Key Responsibilities

• Lead, manage, and mentor a team of Quality Analysts to ensure effective monitoring and evaluation of customer interactions.

• Oversee the quality assurance process for Level 1 and Level 2 Customer Service Representatives across multiple channels (calls, chats, emails).

• Establish and maintain quality standards, scorecards, and evaluation criteria aligned with business objectives and customer expectations.

• Conduct regular calibration sessions with Quality Analysts to ensure consistency, accuracy, and fairness in scoring and feedback.

• Review and validate quality evaluations, dispute resolutions, and escalated scoring discrepancies.

• Analyze quality metrics, trends, and performance data to identify systemic issues, coaching opportunities, and process improvement areas.

• Prepare and present quality reports, dashboards, and insights to senior leadership and operations managers.

• Partner with Training teams to develop targeted coaching programs, refresher training, and skill development initiatives based on quality findings.

• Collaborate with Operations Managers and Team Leads to address performance gaps and support individual development plans.

• Lead root cause analysis for quality-related issues, customer complaints, and service failures.

• Drive continuous improvement initiatives to enhance quality processes, tools, and methodologies.

• Ensure compliance with telecommunications regulations, data privacy standards, and company policies during all quality evaluations.

• Support the recruitment, onboarding, and training of new Quality Analysts.

• Monitor team productivity, workload distribution, and quality analyst performance.

• Stay current on telecom products, services, systems, policies, and industry best practices.

• Serve as a subject matter expert and escalation point for complex quality issues.

• Foster a culture of quality excellence, accountability, and continuous learning within the team.

• Minimum 4–5 years of experience in quality assurance, with at least 2 years in a leadership or supervisory role within a contact center or telecommunications environment.

• Proven experience as a Quality Analyst or in a similar quality monitoring role.

• Prior experience as a Customer Service Representative or in customer-facing operations is highly preferred.

• Strong leadership and people management skills with the ability to coach, develop, and motivate team members.

• Deep understanding of quality assurance methodologies, contact center operations, and customer service best practices.

• Excellent analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations.

• Strong communication and presentation skills with the ability to influence stakeholders at all levels.

• Proficiency in quality monitoring tools, call recording systems, workforce management platforms, and reporting software.

• Advanced proficiency with Microsoft Office Suite, particularly Excel for data analysis and PowerPoint for presentations.

• Experience using CoPilot and GenAI tools for analysis, reporting, and process optimization.

• Strong attention to detail with excellent organizational and time management skills.

• Ability to manage multiple priorities and projects in a fast-paced, dynamic environment.

• Bachelor's degree in Business Administration, Communications, or a related field.

• Experience in telecommunications, technical support, or escalation quality management.

• Knowledge of Six Sigma, Lean, or other continuous improvement frameworks; certification is a plus.

• Familiarity with Learning Management Systems (LMS) and quality management platforms.

• Experience developing quality scorecards, evaluation frameworks, and calibration processes.