Quality Analyst - Team Lead

IBSTLABS

1 - 5 years

0 Lacs

maharashtra

Posted:2 days ago| Platform: Shine logo

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Skills Required

quality analysis team leadership international voice process people management excel attrition handling csat aht communication skills leadership skills process improvement client satisfaction performance monitoring shrinkage handling nps adaptability skills feedback provision schedule adherence quality scores

Work Mode

On-site

Job Type

Full Time

Job Description

As a Quality Analyst - Team Lead at IBST LABS in Mumbai, your role will involve leading quality analysis processes, facilitating team communication, managing financial aspects, conducting research, and leveraging analytical skills to optimize operational efficiency. Key Responsibilities: - Minimum 1 year of experience as a TL (on paper) - Proficient in International Voice Process - Skilled in people management and Excel - Experience in managing attrition, shrinkage, CSAT, AHT, NPS & more - Strong communication, leadership, and adaptability skills - Lead and motivate your team to achieve operational KPIs - Drive process enhancements and ensure client satisfaction - Monitor performance, offer feedback, and ensure adherence - Maintain schedule adherence, login hours, and quality scores Qualifications Required: - Graduate - Immediate joiners or up to 30 days notice period In this role, you will work in a 24x7 rotational shift window with any 2 days off per week. Join IBST LABS to contribute your expertise and leadership skills to drive quality excellence and team success.,

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