Quality Team Lead

Job Description_APM_Inbound

Job Description:

• Prepares performance reports by collecting, analysing, and summarizing data and trends
• Ensure Critical Performance Metrics are met consistently
• Lead client/vendor reviews/calibrations
• Revert to client/vendor queries on routine issues
• Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely
• Manage multiple teams
• Perform audits and quality checks on Team Leads & Floor Supports
• Perform Training Need Identification for teams
• Perform Bottom Quartile Management
• Hold periodic meetings, discuss task delegation and review issues
• Conduct team huddles and meetings to discuss operational updates
• Build team spirit through group sessions, activities, and projects
• Focus on retention of staff through career mapping & guiding team members
• Advocate and follow organizational policies and procedures
• Ensure all client deliverables met within timelines
• Ensure productivity/quality enhancement and process meet all metrics
• Remediation of any major incident

Basic Requirement:

• Minimum 1-year experience as Team leader
• Good Communication Skills Verbal & Written(Comprehension)
• Good Customer Handling Skills
• Needs to have ability to adapt to perpetual changes as per Business requirement.
• Flexible for 24X7 Shifts
• Good Knowledge of Telecom/Cable domain
• Good Knowledge of excel
• Experience in call auditing process
• Ability of analysing information and evaluating results to choose the best solution
• Ability to quickly and efficiently assimilate process knowledge
• Strong process orientation, good people management and leadership skills
• Detail & result oriented, self-motivated with good analytical skills
• Excellent communication and interpersonal skills including English language skills
• Professional in conduct/behaviour, appearance, and communication
• Team Handling, Motivation, Time Management, People Management, Client Management
• Ability to work in teams
• Flexible to work in rotational US/UK and Canadian Shifts
• Should not have any commitments – part time courses, tuitions
• Bachelor’s degree in any streamRole & responsibilities