Quality Analyst Team Lead

Opportunity:

Join our dynamic team as a Quality Analyst - Team Lead and contribute to the financial well-being of our customers by assisting them in managing their outstanding credit card bills.

Responsibilities:

• The Quality Team Lead will be responsible for managing a set of quality analysts on quality assurance for repayments units. 
• The Quality Team Lead will be responsible for setting the audit targets monthly basis for Calls/Chat/Email for In-House & PAN India Agencies.
• Performing the audits and preparing the audit scores on a Weekly/Monthly basis
• Ensure constructive feedback is shared  through various quality observations & enhance coaching techniques.
• Knowledge of Quartiles and ensure performance improvements of Bottom Quartile.
• Responsible for apt variance in Calibration scope for In-House OPS Team Leaders, Managers & TTQ on a Weekly basis.
• Perform Learning & Development drives across all units of repayments.
• Automate & Analyze defects and detect training needs.
• Maintaining and delivering process updates at regular intervals.
• Responsible for refresher & focus training of In-House & PAN India Agencies.

Experience Required:

• Should have Role Experience of 8+ Years as a Quality Analyst Domestic Collections Center in Banking(Credit Card/Personal Loan).
• Should have hands on @MS- Office; specifically; Excel/PowerPoint/Word.
• Quality Tools- Pareto, Check list