Quality Analyst/ Team leader

Team Leader

• Administratively manage a team & monitor their performance
• Motivate and recognize team members through implementation of the R & R programs
• Analyze various reports to enhance productivity
• Improve quality of service and increase client delight
• Prepare and submit periodic reports of Team performance and should identify the gaps/scope of improvement (if Targets are not met).
• Rostering and Scheduling of agents as per Process requirement
• Provide end-to-end resolution by taking ownership and doing follow-ups

To ensure required login hours of the team to meet the volume of work

Quality

• To monitor and evaluate the performance of the CCEs and suggest their improvement areas
• To provide feedbacks to the CCEs based on the internal / external audits to improve the CCEs performance on the call and to identify training needs.
• To take part in calibrations with the client, OPS, Training and help to resolve the disputes.
• To ensure the process is meeting Client KPIs such as CSAT and Quality scores
• To conduct Quality sessions to share areas of improvements based on the feedback of audits.
• Mock call and OJT certification of New Hire Batches

call 8977713990

Krsha.Satish@conneqtcorp.com