Goalcryst India Pvt Ltd

Job Title: Team Lead / Sr. Team Lead / Quality Analyst Location: Saraswathipuram, Mysore Job Type: Full-Time Educational Qualification: Graduation (Any Stream) Language Requirement: English+Tamil or Malayalam Salary: Up to 30,000 CTC per month (Negotiable) Shift Timing: Day Shift (9 am to 6 pm) Weekly Off : Sunday Job Summary: As a Team Lead/Senior Team Lead in a Business Process Outsourcing (BPO) company in India, specifically for an outbound tele-collections process, you will be responsible for leading a team of tele-collections agents to achieve set targets and deliver outstanding performance. Your primary focus will be on driving productivity, maintaining high-quality standards, and ensuring compliance with relevant regulations. You will provide guidance, coaching, and support to the team, fostering a positive work environment and maximizing collections outcomes. As a Quality Analyst, you will be responsible for ensuring the highest level of quality standards across your span of control. You will conduct comprehensive quality assessments, analyze performance data, and provide feedback to enhance individual and team performance. Your role will involve collaborating with executives, team leaders, and other stakeholders to implement quality improvement initiatives. Key Responsibilities- Team leader ops • Team Management: Lead and supervise a team of tele-collections agents, providing guidance, support, and coaching to achieve performance targets. • Performance Monitoring: Monitor individual and team performance metrics, taking proactive measures to address any gaps. • Coaching and Development: Provide ongoing coaching and training to enhance collections skills and customer service abilities. • Quality Assurance: Conduct regular quality audits to ensure adherence to parameters and compliance with regulations. • Process Adherence: Ensure team compliance with collection processes, policies, and procedures. • Target Achievement: Set clear targets and implement strategies to maximize collections and optimize recovery rates. • Reporting and Analysis: Generate accurate reports, providing insights and recommendations for improvement. • Escalation Handling: Manage escalated customer queries, complaints, and complex collection cases. • Stakeholder Collaboration: Collaborate with internal stakeholders to align goals and address challenges. • Training and Knowledge Sharing: Facilitate training sessions to enhance team members' understanding of collections processes and compliance. Key Responsibilities- Quality Analyst Quality Monitoring: Conduct regular quality audits of executive-level operations to ensure adherence to predefined quality parameters and performance metrics. Performance Evaluation: Analyze and evaluate executive performance, providing constructive feedback to enhance their individual and team performance. Process Improvement: Collaborate with cross-functional teams to identify process gaps and implement improvement initiatives. Data Analysis and Reporting: Analyze quality data, generate reports, and provide actionable recommendations based on data insights. Training and Development: Identify training needs and develop customized programs to enhance executive skills and adherence to quality standards. Compliance and Audit Support: Ensure compliance with organizational policies and client requirements. Stakeholder Collaboration: Foster effective communication and collaboration with executives and team leaders. Quality Assurance Culture: Promote a culture of quality excellence by sharing best practices and implementing improvement initiatives. Requirements: Operations • Bachelor's degree in any discipline. • Proven experience as a Team Lead or Senior Team Lead in a BPO environment, specifically for outbound tele-collections. • In-depth knowledge of tele-collections processes, best practices, and compliance requirements. • Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve targets. • Excellent communication and interpersonal skills to effectively interact with team members, clients, and stakeholders. • Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions. • Proficiency in using collections software, customer relationship management (CRM) systems, and reporting tools. • Strong problem-solving skills with the ability to handle escalated customer issues and complex collection cases. • Results-oriented mindset with a focus on achieving and exceeding targets. • Flexibility to adapt to changing priorities, work under pressure, and meet deadlines. Requirements: Quality Bachelor's degree in any discipline. Proven experience as a Quality Analyst, Quality Assurance Specialist, or similar role in a BPO or contact center environment, with a focus on executive-level operations. Strong knowledge of quality assurance methodologies, tools, and best practices. Proficiency in using quality monitoring tools and software. Excellent analytical and problem-solving skills, with the ability to identify trends, patterns, and areas for improvement. Strong attention to detail and the ability to multitask in a fast-paced environment. Effective communication and interpersonal skills to provide feedback, coach executives, and collaborate with stakeholders. Proficient in data analysis and reporting using tools like Microsoft Excel or similar software. Ability to adapt to changing priorities, work independently, and meet deadlines. Knowledge of relevant industry standards, regulations, and compliance requirements is a plus.