Team Lead/Senior Team Lead/ Executive - QA - Outbound Tele-Collections

Job Title:

Location:

Job Type:

Language Requirement:

Salary:

Shift Timing:

Weekly Off

Job Summary:

Quality Analyst,

Key Responsibilities- Team leader ops

• Team Management: Lead and supervise a team of tele-collections agents, providing guidance, support, and coaching to achieve performance targets.

• Performance Monitoring: Monitor individual and team performance metrics, taking proactive measures to address any gaps.

• Coaching and Development: Provide ongoing coaching and training to enhance collections skills and customer service abilities.

• Quality Assurance: Conduct regular quality audits to ensure adherence to parameters and compliance with regulations.

• Process Adherence: Ensure team compliance with collection processes, policies, and procedures.

• Target Achievement: Set clear targets and implement strategies to maximize collections and optimize recovery rates.

• Reporting and Analysis: Generate accurate reports, providing insights and recommendations for improvement.

• Escalation Handling: Manage escalated customer queries, complaints, and complex collection cases.

• Stakeholder Collaboration: Collaborate with internal stakeholders to align goals and address challenges.

• Training and Knowledge Sharing: Facilitate training sessions to enhance team members' understanding of collections processes and compliance.

Key Responsibilities- Quality Analyst

•  Quality Monitoring: Conduct regular quality audits of executive-level operations to ensure adherence to predefined quality parameters and performance metrics.
• Performance Evaluation: Analyze and evaluate executive performance, providing constructive feedback to enhance their individual and team performance.
• Process Improvement: Collaborate with cross-functional teams to identify process gaps and implement improvement initiatives.
• Data Analysis and Reporting: Analyze quality data, generate reports, and provide actionable recommendations based on data insights.
• Training and Development: Identify training needs and develop customized programs to enhance executive skills and adherence to quality standards.
• Compliance and Audit Support: Ensure compliance with organizational policies and client requirements.
• Stakeholder Collaboration: Foster effective communication and collaboration with executives and team leaders.
• Quality Assurance Culture: Promote a culture of quality excellence by sharing best practices and implementing improvement initiatives.

Requirements: Operations

• Bachelor's degree in any discipline.

• Proven experience as a Team Lead or Senior Team Lead in a BPO environment, specifically for outbound tele-collections.

• In-depth knowledge of tele-collections processes, best practices, and compliance requirements.

• Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve targets. • Excellent communication and interpersonal skills to effectively interact with team members, clients, and stakeholders.

• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.

• Proficiency in using collections software, customer relationship management (CRM) systems, and reporting tools.

• Strong problem-solving skills with the ability to handle escalated customer issues and complex collection cases.

• Results-oriented mindset with a focus on achieving and exceeding targets.

• Flexibility to adapt to changing priorities, work under pressure, and meet deadlines.

Requirements: Quality

•  Bachelor's degree in any discipline.
• Proven experience as a Quality Analyst, Quality Assurance Specialist, or similar role in a BPO or contact center environment, with a focus on executive-level operations.
• Strong knowledge of quality assurance methodologies, tools, and best practices.
• Proficiency in using quality monitoring tools and software.
• Excellent analytical and problem-solving skills, with the ability to identify trends, patterns, and areas for improvement.
• Strong attention to detail and the ability to multitask in a fast-paced environment.
• Effective communication and interpersonal skills to provide feedback, coach executives, and collaborate with stakeholders.
• Proficient in data analysis and reporting using tools like Microsoft Excel or similar software.
• Ability to adapt to changing priorities, work independently, and meet deadlines.
• Knowledge of relevant industry standards, regulations, and compliance requirements is a plus.