Qualtity Lead (Collection Call Center)

Job Description:

Experience:

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.

Job description

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