Quality - Team Leader

Job Description:

Roles & Responsibilities –

• Managing Team of aprox 20 QA’s.
• High performance delivery on all quality parameters.
• Audit interactions on Product/process, Communication and soft skills parameters.
• Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion.
• Data analysis and creating designated reports and presentations.
• Participate in calibrations to ensure consistent scoring & feedback delivery approach.
• Communicate to heighten awareness and focus on importance of positive customer experience.
• Make recommendations and drive improvement.
• Reduce the learning curve and help enhance product/process knowledge of new team members.
• Ensure that internal policies, procedures, and compliance regulations are being followed.
• Leverage process knowledge to proactively identify areas of concern & highlight to the change Team.
• Prepare TNA, publish and execute for 100% closure.
• Real Time Support (Production/Live Support) on the floor as per the business requirement
• Identify and highlight Process Gaps and Business Risks

Desired Candidate Profile:-

KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED –

• Understanding of the Audit & Coaching processes.
• Excellent writing and comprehension skills.
• Extremely good verbal & written communication skills.
• 5-7 years Call Center Experience ( Customer Service)
• Bachelor Degree .
• Ability to observe, analyze and give constructive feedback.
• Ability to work under pressure.
• Presentation, Feedback &Coaching skills.
• Hands on experience in MS-Office; preferably in MS-Excel and Power Point.
• Effective problem-solving skills.
• Highly energetic & enthusiastic.
• Interpersonal skills and Teamwork.
• Analytical and Quantitative skills.
• Data Handling / data interpretation.
• Process orientation & structured thinking.