Quality Team Lead / Quality Analyst

Responsibilities

• Monitors all interactions and ensures accuracy of the same with on-time/immediate feedback to the floor
• Coordinates and facilitates call calibration/training sessions for call center staff
• Publishes quality trends, feedback and improvement / enhancement reports
• Conduct quality monitoring and coaching
• Deal tactfully and courteously with clients
• Produce Quality reports and dashboards such as TNI, Pareto etc.
• Drive process improvement and ensure process compliance
• Contribute to the development of the short and long term goals of the process
• Ensure quality, NPS and CSAT targets are met at all times
• Drive first call resolution and quality initiatives in the program

Skillset

• Excellent oral, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Intermediate level of knowledge in MS-Office.
• Works accurately and with an eye for details.
• Sales experience is required either retention or acquisition.
• Okay with Project-based type of employment
• Willing to work onsite for a shifting schedule.