We Are Hiring Quality Team Leader and Supervisory Role

Klaxon Contracting Company

Job Title: Quality Team Leader

reporting: Project Manager

work Experience: Minimum 24 Months of Call Taking or Customer Facing Role, with 12 Months Experience in a Quality Analyst and Supervisory Role, a Maximum of 8 Years Work Experience.

duties / Responsibilities:

• Manage a Team of Quality Analysts

• Coach, Train and Provide Feedback for Effective Performance Management. Re-audit a Sample Set of Audits, Provide Feedback and Put a Corrective Plan to Ensure 0% Errors

• Upkeep Mis and Reports as per the Requirement (ex- Daily /weekly Reports, Monthly Dashboard Etc)

• Motivate the Team to Exceed Client Expectations

• Monthly One-to-ones with Qas: Document Areas of Failure, Create Performance Improvement Plan After Discussing with Qa and Their Coach and Ensure Service Delivery are Met and Team’s Concerns are Answered

• Handle Escalations: Maintain Complains Tracker and Ensure Tat is Met

• Handle Additional Process Responsibilities as and When Delegated

• Provide Support to Qas and Adherence to Schedules

• Process Mapping At all Three Level and Revisions Based On Process Updates

• Conduct Calibration Sessions with Operations to Ensure Consistency in Process Adherence

qualification: Graduate / Diploma in Any Discipline with 2 Years of Call Centre Experience

required Skill:

• Strong Leadership Skills

• Strong People and Performance Management Skills

• Attrition Management and Staff Control

• Strong Analytical and Decision Making Skills

• Good Excel Skills

• Ability to Persuasively Communicate to Win Support and Buy-in from Team and Various other Departments

• Feedback, Coaching and Training Skills

• Should Be Excellent Communication in English & Hindi.

• Experience

  2 - 8 Years

• No. of Openings

  2

• Education

  Any Bachelor Degree

• Role

  Quality Team Leader

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office