We are looking for a proactive and detail-oriented Senior Lead Associate – Transcription to oversee the transcription team responsible for processing Legal claims. The role will involve team management, quality monitoring, process compliance, and liaising with stakeholders to process claims, team productivity, and alignment with client-specific requirements. The Team Lead will support coaching, reporting, escalations, and operational improvement initiatives.
- Supervise day-to-day activities of the transcription team and ensure timely completion of tasks.
- Conduct quality audits and reports, ensure adherence to internal and client guidelines.
- Provide coaching, feedback, and training to processors to improve accuracy and performance.
- Serve as the point of contact for issue resolution, escalations, and communication with field inspectors or cross-functional teams.
- Monitor team performance metrics and report daily/weekly/monthly dashboards to management.
- Identify trends in errors or workflow inefficiencies and suggest actionable improvements.
- Collaborate with internal stakeholders to align on expectations, resolve queries, and ensure process consistency.
- Assist in new hire onboarding, process documentation, and updates to training materials.
- Ensure adherence to all organizational policies, cleanroom protocols, and quality control standards.
- Support business continuity planning and maintain compliance with data privacy and security measures.
- Graduate in any discipline.
- 6–8 years of experience in transcription, preferably in P&C transcription
- Prior experience in a lead or reviewer role is strongly preferred.
- Comfortable working in a structured, cleanroom environment.
- Proactive and adaptable to shifting priorities and client expectations.
- Strong leadership, team management, and mentoring capabilities.
- Excellent verbal and written communication skills.
- Keen eye for detail and a strong sense of quality standards.
- Analytical thinking with the ability to solve problems independently.
- Proficient in Microsoft Office tools (Excel, Word, PowerPoint, Outlook).
- Capable of handling time-sensitive tasks and meeting performance targets.