We are Hiring Quality Team Leader and Supervisory Role

Klaxon India

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 Teams 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

required Skill:

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

No. of Openings : 2

Education : Any Bachelor Degree

Role : Quality Team Leader

Industry Type : Call Centre / BPO / KPO / ITES / LPO

Gender : [ Male / Female ]

Job Country : India