Vimeys

Fort, Mumbai

Basic process metrics management like Throughput, FAP, C-SAT scores, Call quality scores, Product test scores etc as defined for his level.Agent level feedback for quality and product Reporting basicescalation to supervisor.Proficient computer skills, Microsoft Office Suite (Word, PowerPoint,Outlook, and Excel), and instructional software Good interpersonalskills and communication with all levels of management Organized andable to create multiple timelines, budgets, and schedules Able tomultitask, prioritize, and manage time efficiently Excellentleadership, team building, and management skills Encouraging to teamand staff, able to mentor and lead Excellent verbal and writtencommunication skills Able to analyze problems and strategize forbetter solutions Process and product awareness Industry and domainknowledge Team Handling/Interpersonal Skills Customer s centricityRole: Back Office - OtherIndustry Type: BPO / Call CentreDepartment: Customer Success, Service & OperationsEmployment Type: Full Time

Objectives of this roleSet the tone for the team and create a positive and productive work environment.Motivate and inspire team members, fostering a sense of collaboration and accountability.Transform a group of individuals into a cohesive and high-performing team where each member feels valued and supported.Identify and leverage team members strengths and suggest scope for improvement.Adapt to changing situations and make strategic decisions to ensure the teams success.Your tasksSet clear objectives, define roles and responsibilities and ensure each team member aligns with the teams vision.Communicate expectations, goals and feedback to the group regularly and resolve any concerns or issues actively.Identify and address conflicts early, facilitating discussions and finding satisfactory solutions for all parties involved.Recognise and reward good performance, provide feedback and encourage professional development.Support team members professional development by providing opportunities for training and growth.Ensure team compliance with company policies and procedures.Support and guide team members to ensure they meet their individual targets and KPIs.Generate reports on team performance and provide regular updates to senior management.

A Quality Analyst (QA) is a crucial position within any organization focused on maintaining and improving the quality of products, services, and processes. This role involves diverse duties and responsibilities to ensure that all aspects of production meet or exceed established quality standards. The primary goal of a QA is to identify areas that need to be improved and work towards enhancing the overall quality, ensuring customer satisfaction and compliance with regulatory standards.Essential Responsibilities1. Conduct detailed statistical analysis to identify trends, issues, and areas for improvement in product and process quality.2. Perform regular quality assurance audits to ensure adherence to established standards and regulatory compliance.3. Develop and maintain quality standards and procedures in collaboration with cross-functional teams.4. Analyze test results and produce comprehensive reports detailing findings and recommending actionable improvements.5. Foster a culture of continuous improvement, identifying inefficiencies and suggesting enhancements to products and processes.Necessary Skills1. Analytical Skills2. Attention to Detail3. Communication Skills4. Problem-Solving Abilities5. Technical Proficiency