Qualtity Lead (Collection Call Center) Mantras2success Consultants

2.0 - 3.0 years

4 - 20 Lacs

Navi Mumbai, Maharashtra, India

On-site

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

Posted 5 days ago

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