Quality Team Leader (Customer Service)

- Ensuring that internal policies, procedures, and compliance regulations are being followed
- Reduce learning curve and help enhance product/process knowledge of new joiners
- Ensuring that internal policies, procedures, and compliance regulations are being followed
- Responsible for preparing and providing feedback to agents
- Data analysis and making designated reports/decks
- Responsible for monitoring contacts
- Communication to heighten awareness and focusing on importance of positive customer experience
- Making recommendations and driving improvement
- Participating in internal & external calibrations

- Should have excellent excel and presentation skills
- Should be collaborative and team player
- Should be capable of analyzing dataset and extracting insight
- Evaluate effectiveness of T & D interventions
- Ensure uniform quality of training being delivered by all training teams in line with client requirement
- Provide quality floor support, feedback, refresher and corrective training
- Ensure quality based intervention
- Should have knowledge of basic quality tools like PDCA , LSS , PARETO etc.
- Should be aware of RTR process
- Improve calibration of QIC ,SME and CSM within team
- Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
- Design and develop Quality framework
- Interact and streamline channels of communications with other Functions and Clients
- Ensure that Process quality and training is delivered effectively in the stipulated timelines
- Groom and develop QIC talent in- house
- Evaluate process quality and take corrective actions which should be tangible

Cập nhật gần nhất lúc: 2023-12-12 15:55:19