About the Role:- As Quality Team Lead, you'll play a crucial role in ensuring the continued success of our business. You'll be responsible for:
Daily/Weekly/Monthly audit executions based on approved checklists
- Real-time alerts, root cause analysis of critical issues
Capturing the voice of customers, trend analysis on performance- Daily Audit dashboard, SLA of audits with expected quality
Detailed audit report, training need identification
- Monitoring interactions, daily productivity reporting
Dispute and rebuttal management, calibrations Feedback to consultants, real-time data, and dashboards- Access at consultant level, horizontal and vertical data cuts
- In addition to the job role, the Quality Lead should provide the following operational reports as per the frequency defined by respective RM:
Capacity/Manpower Readiness Report Weekly basis
- Auditor Performance Report Daily basis
New Hire, OJT, Production, TL, Quality Analyst & Ops Manager Weekly- Manpower Ratio Report Required on a monthly basis
Attrition Report Weekly basis
- Capacity planner - Weekly updates & calibration with Inhouse quality team
Quality Audit Report (Auditor Grading included on a weekly basis)- Attendance and work hour time sheet Report Daily basis
Billing/Invoice Report Fortnightly basis
- Any other reports as required by Client from time to time
4+ years of experience in customer experience
- Minimum 3 years of experience as QA and 1 year experience as a QTL
Graduate from any educational field Strong people management skills- Agile, self-starter, and requires minimum supervision
Analytical, problem-solving, and good reasoning skills
- Proficient in MS Office tools Good command over English and Hindi
Good understanding of Quality methodology and metrics
Job Type: Full-time
Pay: 360,- 00 - 420,000.00 per year
Jadwal: - Day shift
Experience: QTL: 1 year (Preferred)
Work Location: In person
