Quality Team Leader (BPO)

Job Description

Minimum one year experience on papers as Quality Team Leader ( On Paper) with a domestic BPO. Key Responsibilities: Performance Monitoring and Analysis: Regularly monitor and analyze team performance metrics (e.g., quality scores, call handling times, client satisfaction) to identify areas for improvement. Quality Audits and Feedback: Conduct quality audits of agent performance, provide constructive feedback, and address any issues identified. Process Improvement: Drive process improvements and implement new quality initiatives to enhance efficiency and reduce errors. Training and Coaching: Provide ongoing training and coaching to team members to ensure they understand and adhere to quality standards and best practices. Team Management: Lead and motivate the quality team, setting clear goals, delegating tasks, and resolving conflicts. Client Communication: Communicate quality performance and issues to clients, ensuring they are satisfied with the service provided. Reporting and Documentation: Prepare reports and documentation on quality performance, highlighting areas of strength and areas for improvement. Compliance: Ensure compliance with client-specific requirements. Escalation Management: Manage escalations and resolve complex quality issues, working with other teams as needed. share your CV mentioning current/last CTC and Notice Period to biswajyoti.panda@connectionsdirect.in ONLY CANDIDATES FROM THANE/MUMBAI/NAVIMUMBAI NEED APPLY. OUTSTATION APLLICANTS WILL NOT BE CONSIDERED. IMMEDIATE JOINERS HIGHLY PREFERRED. Show more Show less