Team Lead

Team Lead – Proctoring Operations

Location: HSR Layout, Bengaluru — On-site, full-time contractual role
Experience:2–3 years

Reports to: Senior Team Lead

Shifts: 24/7 rotational shifts

About the Role

Talview, the #1 rated proctoring software provider and a G2 Leader, combines AI proctoring—including its AI proctor, Alvy—with live and record-and-review proctoring to run fair, secure exams for over 10 million candidates across 120+ countries.

As Team Lead, you will lead and develop a team of proctors and manage day-to-day operations, including staffing, leave planning, quality, SLAs, KPIs and SOPs. You will be the first point of escalation during your shift, working closely with the Senior Team Lead in a 24/7 environment.

Key Responsibilities

Team Development and Leadership

• Lead, motivate and develop proctors through clear goals, one-on-one discussions, audit feedback and performance improvement plans where needed.
• Coach team members to support their growth and keep attrition and absenteeism low.

Daily Operations and Workforce Management

• Plan rosters and staffing based on exam schedules, and manage leave requests to maintain adequate coverage.
• Prepare the team for peak exam days and ensure smooth shift handovers with all open issues documented.
• Handle escalations from proctors, candidates and customers, coordinating with Support and Engineering teams.

Quality Management

• Audit proctoring sessions, track quality scores and review malpractice cases to protect exam integrity.
• Identify recurring errors, implement corrective actions and conduct calibration sessions.

SLA and KPI Management

• Ensure SLA adherence on every shift and take prompt action on breaches.
• Track SLAs, quality, productivity and attendance; implement improvements and share daily, weekly and monthly reports.

Process Improvement and SOPs

• Create and maintain SOPs.
• Drive process improvements that save time and improve accuracy.

Training

• Identify training needs and train proctors on processes, product updates and customer requirements as needed.

Must-Have Qualifications

• 2–3 years of experience in operations, such as customer support, technical support, service desk or BPO.
• Team handling experience, along with experience managing customers and escalations.
• Flexibility to work rotational shifts in a 24/7 environment, including weekends and public holidays.
• Excellent written and verbal communication, strong analytical skills and the ability to learn quickly.
• Working knowledge of Excel or Google Sheets.
• Bachelor’s degree in any discipline.

Good-to-Have Qualifications

• Experience working with AI tools or LLM models.
• Experience with online proctoring or assessment platforms.
• Experience writing SOPs, delivering training or using quality frameworks, including audits, calibration and root-cause analysis.

Why Join Talview?

• Lead a team that protects the fairness of exams and hiring worldwide.
• Work hands-on with GenAI proctoring and help shape the product.
• Build your career with a clear growth path to Senior Team Lead and operations management.