Quality Team Leader|Domestic

Teleperformance (TP)

2 - 7 years

3 - 6 Lacs

mumbai thane

Posted:16 hours ago| Platform:

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Skills Required

quality management customer experience management customer satisfaction quality control quality assurance customer service leadership crm customer experience communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibility

Lead and manage a team of quality analysts to ensure high-quality customer service.
Develop and implement quality control processes to improve customer satisfaction.
Analyze data and metrics to identify areas for improvement and optimize quality performance.
Collaborate with cross-functional teams to resolve issues and enhance overall customer experience.
Train and coach team members on quality procedures and best practices.
Monitor and report on quality metrics, such as first call resolution rate and customer complaints.

Job Requirements

Minimum 2 years of experience in quality assurance or a related field.
Strong knowledge of quality management principles and practices.
Excellent communication, leadership, and problem-solving skills.
Ability to work in a fast-paced environment and adapt to changing priorities.
Strong analytical and reporting skills, with the ability to interpret data and make informed decisions.
Experience with CRM software and IT-enabled services is an added advantage.

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