Quality Analyst & Team Lead - BPO

 Position Summary: This position is responsible for providing necessary leadership and training & Quality Inspection of Team Members. Position will interpret company policies and enforce company rules, and meet company targets.

 Essential Duties and Responsibilities:

• Create an inspiring team environment with an open communication culture, set clear team goals
• Delegate tasks and set deadlines
• Oversee day-to-day operation
• Monitor team performance and report on metrics
• Motivate team members
• Discover training needs and provide coaching
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Encourage creativity and risk-taking
• Must be able to assist in manpower management and ability to control overtime
• Must be able to successfully lead and function within a team environment and be able to adapt to change
• Monitors performance and provides feedback
• Support company policies and procedures as defined in handbook and administer fairly and consistently
• Must be willing to travel to customer’s locations as and when needed
• Recognize and define problems, collect data, and develop conclusions
• Communicate effectively with others using both oral and written communication skills
• Able to manage deliverables as per project/business SLA’s (TAT/Productivity/Quality etc…)

 Position Qualifications:

• Must display leadership ability, able to influence others to perform their jobs effectively and to be responsible for making decisions.
• Must have working knowledge of systems and processes.
• Knowledge of quality systems, gauging, and close tolerance measurement.
• Must have strong analytical skills (ability to use thinking and reasoning to solve a problem). Must have solid problem solving skills using a variety of statistical and root cause tools.
• Positive attitude to support company policies and must be able to maintain a high-morale environment.
• Must be able to adapt to change in the workplace and demonstrate flexibility with new ideas and different environments.
• Must be able to train others.
• Must be energetic (ability to work at a sustained pace and produce quality work).
• Must display honesty / integrity.
• Must be able to work under pressure (ability to complete assigned tasks under stressful situations).
• Ability to read and follow work instructions, procedures and policies.

 Education:

• Must be graduate/ Post Graduate
• Qualified from any stream is preferable

 Experience:

• Minimum 1 years experience of handling team as Team Leader (Direct reporting)
• Average experience of team handling is minimum 20 associates (should be in direct reporting)
• Experience of handling projects from Call Centre segment
• Good enough in customer communication and management
• Contact Centre, inbound, outbound, retention, Customer Service Experience is a must
• Aware about term SLA

 Supervisory Responsibilities:

• This job will focus upon the direction of work activities and will be responsible for direct supervisory duties affecting hourly associates.

 Computer Skills:

• Ability to operate computerized equipment is required. Must have basic skills to operate in Excel, Word, Visio and PowerPoint. In addition, must have working knowledge of PC applications and perform data entry. Will be required to attend training as necessary.

 Certificates & Licenses: No certificates required