Qualtity Lead (Collection Call Center)

• 2-3 years in current role as Quality Lead in a call center (Collection Outbound calls preferred)
• Good Aptitude skills-reasoning, logical reasoning and problem-solving

Technical Competencies: (Job-related)

• Excellent communication and presentation skills
• Relevant knowledge of Quality Tools & Quality Framework
• Experience in managing audits from a risk compliance & control standpoint
• Must possess exposure to Defect Analysis, Continuous improvement, Root cause analysis, Calibration and Corrective / Preventive action plans
• Should be well-versed with MS Office (Word, Excel, PowerPoint and Outlook)
• Should have excellent communication skills (written and spoken)
• Must have good analytical skills to conduct various analyses and RCA on a weekly/monthly basis.

Soft Skills: (Job-related)

• Be fluent in speech
• Excellent Team coaching and feedback skills.
• Multi-tasking ability is required.

• Manages a team for quality delivery of an entire account
• To manage quality profile for a customer service process
• Participates in the design of call monitoring formats and quality standards
• Defines Quality Framework, CTQs and implementation of Quality Control Plan
• To conduct audits as per defined guidelines and sampling for transaction monitoring
• Client management and interaction
• To create and publish regular audit reports with management and clients (daily, weekly, monthly)
• To identify gaps and conduct feedback and refresher sessions with agents to improve the Quality of calls
• To drive process improvement initiatives
• To drive calibration sessions with internal or external customers
• Maintain an overview of daily records, MOMs and Action items
• Organise touch-base meetings with Operations Leadership and discuss on AOIs and major concerns
• Able to use automated information systems and analyse
• Provide corrective / improvement solutions to the team periodically to help them improve their accuracy scores
• Working closely with the Ops team on the process for an excellent team and process performance.
• Prepare performance evaluations and document contact-handling procedures.
• Prepare TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed.
• One-on-one feedback with the team basis their performance
• Provide domain knowledge & track external & internal escalations

Mandatory:

• Fluency in English
• Well-versed with quality reporting and statistics (Usage of quality tools and techniques to achieve business metrics)
• Able to use automated information systems and analyse
• Should have working knowledge with Computers & to be internet savvy
• Flexible to work in shifts

Key Skills :

• Bpo Call Quality
• Call Audit
• Call Caliberation
• Rca
• Preventive Action Plan
• Tna
• Aoi