Quality Analyst Lead

Teleperformance (TP)

3 - 8 years

3 - 6 Lacs

chennai

Posted:4 hours ago| Platform:

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Skills Required

call audit quality audit root cause analysis qc tools why-why analysis six sigma certified pareto analysis 7qc calibration root cause tni call monitoring rca call quality quality monitoring quality leader quality improvement feedback call calibration quality tools csat

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities

Hiring for Quality Team Lead

Strong communication skills
Preferably with OTC/Banking domain experience
Client handling and team management expertise

Conduct quality audits, call calibrations, and root cause analysis to identify areas for improvement.
Develop and implement process improvements through Six Sigma methodologies and TNI principles.
Provide feedback on calls to agents and monitor their performance using CSAT metrics.
Collaborate with team members to resolve issues related to call quality, customer satisfaction, and agent training.

Desired Candidate Profile

3-8 years of experience in a similar role as Quality Analyst Lead or equivalent position.
Strong understanding of QC tools such as 7QC, Call Audit, Call Quality Assurance (CQA), Call Monitoring, Feedback & Coaching.
Proficiency in Root Cause Analysis (RCA) techniques like Pareto Analysis & Why-Why Analysis.

Contact HR Yamanur K 9449900627

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