Quality Team Leader (BPO)

As a Quality Team Leader with minimum one year experience in a domestic BPO, your role involves the following key responsibilities: - Regularly monitor and analyze team performance metrics such as quality scores, call handling times, and client satisfaction to identify areas for improvement. - Conduct quality audits of agent performance, provide constructive feedback, and address any issues identified. - Drive process improvements and implement new quality initiatives to enhance efficiency and reduce errors. - Provide ongoing training and coaching to team members to ensure they understand and adhere to quality standards and best practices. - Lead and motivate the quality team, setting clear goals, delegating tasks, and resolving conflicts. - Communicate quality performance and issues to clients, ensuring their satisfaction with the service provided. - Prepare reports and documentation on quality performance, highlighting areas of strength and areas for improvement. - Ensure compliance with client-specific requirements. - Manage escalations and resolve complex quality issues, working with other teams as needed. If you are interested in this opportunity and meet the requirements mentioned above, please share your CV mentioning your current/last CTC and notice period to biswajyoti.panda@connectionsdirect.in. Only candidates from Thane, Mumbai, and Navi Mumbai are eligible to apply for this position. Outstation applicants will not be considered, and immediate joiners are highly preferred.,