- 2-3 years in current role as Quality Lead in a call center (Collection Outbound calls preferred)
- Good Aptitude skills-reasoning, logical reasoning and problem-solving
Technical Competencies: (Job-related)
- Excellent communication and presentation skills
- Relevant knowledge of Quality Tools & Quality Framework
- Experience in managing audits from a risk compliance & control standpoint
- Must possess exposure to Defect Analysis, Continuous improvement, Root cause analysis, Calibration and Corrective / Preventive action plans
- Should be well-versed with MS Office (Word, Excel, PowerPoint and Outlook)
- Should have excellent communication skills (written and spoken)
- Must have good analytical skills to conduct various analyses and RCA on a weekly/monthly basis.
Soft Skills: (Job-related)
- Be fluent in speech
- Excellent Team coaching and feedback skills.
- Multi-tasking ability is required.
Job description
- Manages a team for quality delivery of an entire account
- To manage quality profile for a customer service process
- Participates in the design of call monitoring formats and quality standards
- Defines Quality Framework, CTQs and implementation of Quality Control Plan
- To conduct audits as per defined guidelines and sampling for transaction monitoring
- Client management and interaction
- To create and publish regular audit reports with management and clients (daily, weekly, monthly)
- To identify gaps and conduct feedback and refresher sessions with agents to improve the Quality of calls
- To drive process improvement initiatives
- To drive calibration sessions with internal or external customers
- Maintain an overview of daily records, MOMs and Action items
- Organise touch-base meetings with Operations Leadership and discuss on AOIs and major concerns
- Able to use automated information systems and analyse
- Provide corrective / improvement solutions to the team periodically to help them improve their accuracy scores
- Working closely with the Ops team on the process for an excellent team and process performance.
- Prepare performance evaluations and document contact-handling procedures.
- Prepare TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed.
- One-on-one feedback with the team basis their performance
- Provide domain knowledge & track external & internal escalations
Mandatory:
- Fluency in English
- Well-versed with quality reporting and statistics (Usage of quality tools and techniques to achieve business metrics)
- Able to use automated information systems and analyse
- Should have working knowledge with Computers & to be internet savvy
- Flexible to work in shifts
Key Skills :
- Bpo Call Quality
- Call Audit
- Call Caliberation
- Rca
- Preventive Action Plan
- Tna
- Aoi
