Job Description

Experience: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-solvingTechnical Competencies: (Job-related)Excellent communication and presentation skillsRelevant knowledge of Quality Tools & Quality FrameworkExperience in managing audits from a risk compliance & control standpointMust possess exposure to Defect Analysis, Continuous improvement, Root cause analysis, Calibration and Corrective / Preventive action plansShould 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 speechExcellent Team coaching and feedback skills.Multi-tasking ability is required.Job descriptionManages a team for quality delivery of an entire accountTo manage quality profile for a customer service processParticipates in the design of call monitoring formats and quality standardsDefines Quality Framework, CTQs and implementation of Quality Control PlanTo conduct audits as per defined guidelines and sampling for transaction monitoringClient management and interactionTo 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 callsTo drive process improvement initiativesTo drive calibration sessions with internal or external customersMaintain an overview of daily records, MOMs and Action itemsOrganise touch-base meetings with Operations Leadership and discuss on AOIs and major concernsAble to use automated information systems and analyseProvide corrective / improvement solutions to the team periodically to help them improve their accuracy scoresWorking 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 performanceProvide domain knowledge & track external & internal escalationsMandatory:Fluency in EnglishWell-versed with quality reporting and statistics (Usage of quality tools and techniques to achieve business metrics)Able to use automated information systems and analyseShould have working knowledge with Computers & to be internet savvyFlexible to work in shifts

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