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IntouchCX
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Quality Assurance Team Lead

Quality Assurance Team Lead

IntouchCX

1 - 2 years

3 - 4 Lacs

hyderabad

Posted:8 hours ago| Platform:

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Skills Required

administration manager quality assurance excel time management analytical financial management business management customer service ms office operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Job We re changing the way people think about customer service, and we need your help! We re looking for a Quality Assurance Team Lead to be responsible for recording, reviewing and evaluating production objectives and performance standards.
Working with the Quality Team, this role involves ensuring we are in accordance with both our internal and client-partner metric goals, as well as identifying areas of opportunity, developing solution plans and coaching team members. As Quality Assurance Team Lead, You Will Manage administrative and reporting tasks associated with quality metricsAssist in providing actionable insights to our Operations Team and client-partners Partner with other support departments to achieve metric goalsAssist in reviewing and maintaining calibration scores among the QA TeamMaintain and develop pertinent operational statistics, financial management information and results reportingSupport and contribute to Business Development initiativesResearch escalated issues to deliver coaching opportunitiesReport scripting problems or questions from callers to appropriate departmentsDistribute client-partner and company related correspondencePerform other duties as assigned As Quality Assurance Team Lead, You Have A post-secondary degree or certificate, preferably in Business Management (a combination of education and work experience will also be considered)At least 1-2 years of Quality Assurance experienceAt least one year of experience in a leadership, supervisory or coaching roleIntermediate knowledge of MS Excel, MS Word and MS Office (required)The ability to type 30 WPM with accuracyStrong verbal and written communication skills, including good spelling and grammar skillsThe ability to work under time constraints and meet deadlines The ability to work in a fast-paced, hectic and always changing environmentExcellent leadership, analytical and problem solving skillsThe ability to solve problems and offer suggestions in a positive, developmental mannerThe ability to make fair and consistent judgments and decisionsThe ability to listen attentively use call information to analyze and score calls to ensure compliance with performance metricsThe ability to handle multiple tasks, details, and interruptions, including organizational and time management skillsEffectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

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Quality Assurance Team Lead