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Apertum Online

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3.0

based on 23 Reviews

6 Apertum Online Jobs

Quality Analyst Team Lead

Apertum Online Pvt Ltd

3.0

based on 23 Reviews

3-6 years

Gurgaon / Gurugram

1 vacancy

Quality Analyst Team Lead

Apertum Online

posted 1mon ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Operations Customer Experience Management Service Delivery Management Team Management Interpersonal Skills

+ 2 more

Job Description

Responsibilities:

Manage and mentor a team of quality analysts, fostering a positive and motivating environment.

Develop and implement a QA framework specific to customer service interactions, ensuring it aligns with organisational goals

Regularly monitor customer service interactions (calls, chats, emails) to assess quality and compliance with standards.

Define and track key performance indicators (KPIs) for the customer service team, such as customer satisfaction scores, response time, and resolution rates.

Provide constructive feedback to customer service representatives based on evaluations, and conduct regular coaching sessions to improve performance.

Create and present reports on quality metrics, trends, and areas for improvement to management and stakeholders.

Collaborate with training teams to develop training materials and programs that enhance the skills of customer service representatives.

Identify and recommend process improvements to enhance customer experience and operational efficiency.

Gather and analyse customer feedback to identify pain points and areas for enhancement in service delivery.

Ensure that customer service practices adhere to company policies and regulatory requirements.

Work closely with other departments (such as operations, product, and marketing) to align customer service quality initiatives with broader business goals.

Leverage QA tools and technologies to streamline monitoring processes and improve reporting accuracy.

Address and resolve any quality-related disputes or concerns within the customer service team.

Requirements :

Minimum HSC required

3+ Years of work experience required

Strong leadership and team management abilities, with a track record of successfully managing and managin

Employment Type: Full Time, Permanent

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