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BPO Quality Team Leader

3 - 7 years

0 Lacs

punjab

Posted:4 days ago| Platform: Shine logo

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Skills Required

chat process coaching training development quality improvement customer service leadership skills analytical skills quality team leader quality analysts performance standards quality evaluation bpo environment verbal written communication problemsolving microsoft office suite performance evaluations multitasking

Work Mode

On-site

Job Type

Full Time

Job Description

As a Quality Team Leader for the Chat Process, you will be responsible for leading and supervising a team of Quality Analysts to ensure consistent and accurate evaluation of chat interactions. Your primary focus will be on managing the quality evaluation process, setting performance expectations, and driving continuous improvement. You will provide guidance, support, and coaching to the Quality Analysts to deliver high-quality chat interactions and achieve key performance indicators. Your responsibilities will include establishing and communicating performance expectations, conducting regular team meetings, monitoring individual performance, providing feedback, identifying training needs, collaborating with stakeholders, maintaining records, generating reports, conducting calibration sessions, and staying updated with industry best practices. To qualify for this role, you should have a Bachelor's degree or equivalent work experience in customer service or BPO, proven experience as a Quality Team Leader in a BPO setting with chat process evaluation experience, strong leadership and supervisory skills, excellent communication skills, knowledge of quality monitoring tools and chat platforms, analytical abilities, proficiency in Microsoft Office Suite, knowledge of customer service principles, experience in conducting performance evaluations, multitasking abilities, flexibility to adapt to changing business needs, and willingness to work in shifts if required. As a Quality Team Leader, you will be instrumental in ensuring the delivery of high-quality chat interactions and driving continuous improvement in the chat process. If you possess strong leadership skills, a passion for quality, and a desire to lead a team towards excellence, we encourage you to apply for this position.,

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eClerx

IT Services and IT Consulting

Mumbai Maharashtra

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