Quality Team Lead - CS Voice
- Concentrix
- 5 - 10 years
- Hyderabad
- 4 days ago
- Email to a friend
- Report this job
Job Description
Role: Quality Team Leader
DESIGNATION: Quality Team Leader
LOCATION: Hyderabad
YEARS OF EXPERIENCE: 5+ Years
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Role and Key responsibilities:
- Own and deliver all Quality KPIs (QA scores, CSAT alignment, compliance adherence).
- Manage and control attrition; ensure effective employee engagement activities are carried out
- Evaluate effectiveness of T & TQ interventions
- Ensure accurate audits of voice calls and chat interactions against QA frameworks and SOPs.
- Manage, mentor, and develop a team of Quality Analysts.
- Drive calibration sessions with internal stakeholders and clients.
- Perform root cause analysis and implement corrective actions.
- Ensure compliance with regulatory and client requirements.
- Strengthening Quality management processes / framework to improve quality delivery
- Publish quality reports, dashboards, and insights.
- Accurately capture SLA/SLO metrics, the reporting needs of all clients and set- up / customize processes to seamlessly meet the client's expectations
- Support training initiatives including new hire certification and refreshers.
- Ensure consistency knowledge through calibration, quizzes, D-Sat scrubbing, Review the Reviewer etc.
- Interact and streamline channels of communication with other Functions and Clients
- Groom and develop Quality talent in-house
- Develop a training calendar based on a robust training need analysis
- Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted
- Client Escalation Management
- Drive continuous improvement initiatives using Lean/Six Sigma methodologies.
Key Skills and knowledge:
- 58 years in BPS / Customer Experience environment.
- 23 years as Senior QA/QTL.
- Experience in leading or managing a QA team preferred.
- Experience in North America Voice & Chat processes mandatory
- Strong knowledge of contact center KPIs (CSAT, QA, AHT, FCR, Compliance).
- Advanced analytical and problem-solving skills.
- Strong understanding of North American customer expectations and culture.
- Expertise in voice and chat quality evaluations.
- Excellent communication and stakeholder management.
- Proficiency in Excel, QA tools, and reporting dashboards.
- Ability to drive initiatives and work under pressure
- Willingness to work in US shifts / night operations.
- Ability to operate in a fast-paced environment.
Education Qualification: Graduate/Postgraduate in any discipline.
Disclaimer:-
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.
Job Classification
Industry: BPM / BPOFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: FreshersContact Details:
Company: ConcentrixLocation(s): Hyderabad
Keyskills: Quality Audit Team Handling Quality Management International Voice Process RCA QC Tools Fmea Six Sigma Certified Quality Assurance Quality Team Lead
Concentrix
Ford is a global company with shared ideals and a deep sense of family. From our earliest days as a pioneer of modern‚transportation, we have sought to make the world a better place ‚one that benefits lives, communities and the planet.‚We are here to provide the means for every person to move ...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in