BPO E-commerce - Team Lead / Process Trainer/ Quality Analyst

Hello Job seekers!!

Greetings From ShiningStars ITPL

Team Lead / Process Trainer / Quality Analyst in the BPO E-commerce process.

NOTE:

• IMMEDIATE JOINERS PREFERRED

  OR

  MAX 30 DAYS OF NOTICE PERIOD CAN BE CONSIDERED.
• 6 Days working and 1 Rotational Week off.
• No cab facility.
• Locations: Shivaji Nagar and Kudlu Gate

Qualifications:

• Bachelor's degree or equivalent experience.

• Proven experience in a BPO environment specifically in an E-commerce process.

• Demonstrated experience in a leadership, training, or quality assurance role.
• Strong communication, coaching, and interpersonal skills.
• Excellent analytical and problem-solving abilities.
• Ability to work in a fast-paced, dynamic environment.

Experience:

1. Team Leader

   - 4 years of overall BPO experience and 1 year as Team Leader on paper is mandatory.

2. Process-Trainer

   - 3 years of overall BPO experience and 1 year as a Process Trainer on paper is mandatory.

3. Quality Analyst

   - 3 years of overall BPO experience and 1 year as a Quality-Specialist on paper is mandatory.

Key Responsibilities:

Team Leadership:

• Manage a team of customer service representatives, ensuring they meet and exceed performance targets.
• Provide regular coaching, feedback, and performance evaluations to team members.
• Foster a positive and collaborative team environment.
• Handle escalations and complex customer issues effectively.

Process Training:

• Develop and deliver comprehensive training programs for new hires and existing employees.
• Create training materials, including presentations, user guides, and knowledge base articles.
• Conduct refresher training to ensure team members are up-to-date with process changes and new policies.

Quality Analysis:

• Monitor and evaluate customer interactions (calls, emails, chats) to ensure adherence to quality standards and company policies.
• Identify trends and root causes of quality issues and provide actionable feedback to the team and management.
• Conduct quality audits and provide insights to improve overall process efficiency and customer satisfaction.
• Collaborate with the training and operations teams to implement corrective actions.

Feel free to connect over call or share your updated resume on WhatsApp @

9569433682 - Indrajeet

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