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Quality Lead

Gurugram, HR
Job Code:
  • Miscellaneous
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Job Details

Role Purpose Team Leader Quality role has been designed to oversee Performance specialist role in the program. TL Quality is also responsible for collating and analysing the data generated by PS teams. Based on the analysis TL Quality is expected to highlight trends, identify opportunity areas and develop/implement action plans on them, ensure adherence to guidelines and policies set for the program. TL Quality is expected to lead improvement initiatives on a program level, show results and sustain them.Basic Objective Ensure evaluation targets are met for sampling contact transactions by PS teamReport results of evaluations on process/team level to Quality/OperationsRun analysis on contact evaluations and highlight trendsUse trends to identify training needs and developing action plansEnsure coaching of agents based on evaluation trends to improve their sales capabilities by PS TeamTrack improvement post coaching and identify improvement. If desired results are not achieved, identify reasons and take/facilitate appropriate actions.Conduct calibration sessions with Quality/Operations/Training Teams.Maintain current understanding of program strategies across board.Document, communicate and ensure compliance on new updates/changes in the programSupport management focus on review of key drivers, metrics and operational processes that drive KPI resultsShare regular reports (Highlighting Trends) with Operations and Quality on Key drivers, metrics and operational processesDemonstrate commitment to program internal customer satisfactionKey Responsibilities Publish reports on evaluations done by PS team highlighting trends, highlights and lowlights.Publishing reports on Feedbacks/Coaching sessions conducted by PS team.Conduct meetings with the team, discuss team level data and chalk out/follow-up on the action plans.Conduct calibrations with Quality/Operations/Training teams and publish variance report. Quality TL is also required to work on reducing the variance.Present the teams data/program data highlighting Highlights and Lowlights with action plans and improvementsFollow-up on Development Action PlansMaintain desired quality in Sessions and CoachingEnsure appropriate allocation of resources (PS) to various departments. Recruiting PS as and when requiredContinual enhancement of program performanceBasic Job Requirements ExperienceGraduate with Minimum 2.5 years of Post Graduation BPO experience in aVoice Based Process for anInternational Call Centre.Exposure to running/implementing program level improvement plans, showing improvements and sustaining results.Should have worked in a semi supervisory position (At least) with exposure to delivering Feedback, Conducting Coaching and Training Sessions.Proficient in Ms Office (Primarily Excel, Work and PowerPoint)Essential Personal AttributesFamiliarity with feedback fundamentals and coaching skills. Ability to analyze performance for Agents on the basis of Language metrics and Quality Monitoring.Good analytical skills to identify the Variance in the Key Result Areas for the Process.Ability to provide feedback in the most constructive manner.Ability to coach team members on coaching skills and feedback fundamentalsVerbal and Written Skills (Three major Criteria)Speech clarity, voice clarity, good pronunciation and should not have a strong MTI (Mother Tongue Influence)Good spoken as well as written Grammar (Conversation Flow and sentence construction)Reading, comprehension and responding skills based on the International Language Proficiency Rating SystemTyping Skills A minimum of 20 words per minuteBehavioural skillsStrong customer service skills empathy, listening, enthusiastic, patience, reasoning and problem-solving skillsWilling to learn and flexibility to changesAptitude and ability to graspSkills for planning, assigning and directing work on a program levelAbility to coach, develop action plans which maximize performance and provide effective feedbackAbility to analyze and improve work processesAbility to undertake program level initiatives and deliver desired resultsAbility to lead a team of PS, motivate them and drive them to deliver resultsWillingness to work for at-least two-years duration with the organizationEnvironmental, Physical and Other RequirementsWilling to work in shifts, rotating as schedule requiresThe weekly offs may not necessarily fall on the weekendThe candidate should be willing to work on public holidays/festivals if scheduled/required
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-7


Project Leader/ Project Manager | Quality Assurance/Testing | Software Engineer
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