Experience
4 - 7 yrs
Job Location
Bengaluru, India
Vacancy
1
Designation
Quality Lead
Job Type
Not specified
Job Description
- Prepare MIS/reports Performing training need analysis.
- Process improvement.
- Facilitating and leading calibration sessions.
- Improving performance through interventions.
- Continuously develop team capability by providing ongoing development, actively managing talent and embedding consistent feedback loops based on customer insights.
- Responsible for the consistent documentation of SOP across all processes in the contact center
- Responsible for good customer service/user experience through quality initiatives
- Initiate and drive projects that would increase customer/user satisfaction, productivity and process QualityPeople: Managing Team Performance
- Effective monitoring of Quality analyst and providing instantaneous feedback on coaching skills and reducing variance scores.
- Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc
- Scheduling team roster and monitoring plan.
- Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations
- Keep team motivated to perform on deliverables and help them deal rejections
- Assist/support team members with personal development planning
- Where required, support the management in conducting process related checks/audits.
- Identify ways to improve skill issues that face the team as a whole, and action accordingly
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