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Job Title: Quality Team Leader
reporting: Project Manager
work Experience: Minimum 24 Months of Call Taking or Customer Facing Role, with 12 Months Experience in a Quality Analyst and Supervisory Role, a Maximum of 8 Years Work Experience.
duties / Responsibilities:
• Manage a Team of Quality Analysts
• Coach, Train and Provide Feedback for Effective Performance Management. Re-audit a Sample Set of Audits, Provide Feedback and Put a Corrective Plan to Ensure 0% Errors
• Upkeep Mis and Reports as per the Requirement (ex- Daily /weekly Reports, Monthly Dashboard Etc)
• Motivate the Team to Exceed Client Expectations
• Monthly One-to-ones with Qas: Document Areas of Failure, Create Performance Improvement Plan After Discussing with Qa and Their Coach and Ensure Service Delivery are Met and Team’s Concerns are Answered
• Handle Escalations: Maintain Complains Tracker and Ensure Tat is Met
• Handle Additional Process Responsibilities as and When Delegated
• Provide Support to Qas and Adherence to Schedules
• Process Mapping At all Three Level and Revisions Based On Process Updates
• Conduct Calibration Sessions with Operations to Ensure Consistency in Process Adherence
qualification: Graduate / Diploma in Any Discipline with 2 Years of Call Centre Experience
• Strong Leadership Skills
• Strong People and Performance Management Skills
• Attrition Management and Staff Control
• Strong Analytical and Decision Making Skills
• Good Excel Skills
• Ability to Persuasively Communicate to Win Support and Buy-in from Team and Various other Departments
• Feedback, Coaching and Training Skills
• Should Be Excellent Communication in English & Hindi.
|Experience||2 - 8 Years|
|Salary||2 Lac 50 Thousand To 4 Lac P.A.|
|Industry||ITES / BPO / KPO / LPO / Customer Service|
|Qualification||Other Bachelor Degree|
|Key Skills||Quality Team Leading Quality Control Quality assurance|
|Contact Person||Syed Shahbaz Ali|
|Address||No.122/1 And 122/2, Brigade Road, Opp. Brigade Towers|