Team Leader /Trainer /QA (International BPO)

Job Description

We are looking to hire trainers/QA and TL's from international BPO's, minimal 2-3 years of expereince from international BPO's only Work Location - Bhayander Shift Time - US rotational Shifts 5 days working and 2 week Offs Team Leader Job Duties: · Plan and manage the group's performance on the Score card metrics and look for methods constantly exceed expectations · Make appropriate and fact based decisions with available information when under pressure and/or adverse conditions · Strong orientation towards Customer Experience · Develop action plans and coach to improve the individual, and partner in the performance improvement of the team as required · Manage projects as assigned within defined metrics and timelines · Create an environment of high energy and enthusiasm · Responsible for management of Engagement, Attrition and ESAT for the team · Create and sustain an environment that motivates high performance, recognizes and rewards excellence of individuals and teams, and results in employee commitment · Resolve employee concerns with urgency & accuracy Trainer (Collections) Job Duties: · A Trainer is responsible for developing and delivering educational programs to enhance the skills and knowledge of individuals or teams. · Which include designing training programs, delivering engaging sessions, assessing participants' learning, providing feedback, and continuously updating course content to align with industry trends and organizational goals. Experience & Qualification: · Candidate should have minimum 1 year of relevant experience in training for Collections Process · Min HSC from any certified board · Should have excellent communication skills (written and spoken) · Should be from a BPO background Quality Analyst (QA Collections) · To manage transaction quality profile for an international 3 rd party collections process · To conduct audits as per defined guideline and sampling for transaction monitoring · To ensure 100% closure of feedbacks · 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 sales and quality of calls · To drive process improvement initiatives · To drive calibration sessions with internal or external customers · To conduct training for group of agents, when needed · To conduct quality induction for new hire batch · Leading client calls, meetings, and calibrations with internal and external stakeholders · Presenting CQ results and metrics in client reviews. Show more Show less