Quality Team Lead
- Concentrix
- 5 - 10 years
- Bengaluru
- 17 days ago
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Job Description
Role: Quality Team Leader
Designation: Quality Team Leader
Location: Bangalore
Years of Experience: 4+ years
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Role and Key responsibilities:
- Manage the overall Quality function and deliver / meet all Internal & Client KPI's
- Manage and control attrition; ensure effective employee engagement activities are carried out
- Evaluate effectiveness of T & TQ interventions
- Strengthening Quality management processes / framework to improve quality delivery
- Accurately capture SLA/SLO metrics, the reporting needs of all clients and set- up / customize processes to seamlessly meet the client's expectations
- Generate out of the box ideas and Process improvement initiatives in the process.
- Drive Process controls & Compliance in addition to managing the Audit requirements
- Ensure consistency knowledge through calibration, quizzes, D-Sat scrubbing, Review the Reviewer etc.
- Interact and streamline channels of communication with other Functions and Clients
- Groom and develop Quality talent in-house
- Develop a training calendar based on a robust training need analysis
- Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted
- Client Escalation Management
Key Skills and knowledge:
- Analytical / Quantitative skills
- Excellent Communication skills
- Data Handling / data interpretation
- Good working knowledge of T&TQ (Training & Transaction Quality) systems, tools and technologies.
- High - level of maturity to handle people including but not limited to client, other stake holders, peers etc.
- Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure in an unstructured environment
- Detail oriented, Strong organizational and Presentation skills
- Flexible working in 24X7 environment (night shifts and weekends basis scope)
- Ability to work under pressure
- Time Management, Interpersonal skills, Teamwork, People Management skills, Self-motivated
- Ability to drive initiatives to closure
- Ability to deal with all levels of employees
- Ability to provide leadership, direction and motivation to build high performing teams
- Good Knowledge about computers.
- Good knowledge of MS Office
- High level of Analytical skills
- Good working knowledge of analytical tools & high level of proficiency in Excel.
- Complete understanding of DMAIC and ability to run projects independently
- Good understanding of Customer Service domain. Strong knowledge of different aspects of Customer Experience & identifying customer expectations
- Good understanding of bank collections concept desirable; This experience for an international client- preferred.
Qualification: Graduation.
Disclaimer:-
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.
Job Classification
Industry: BPM / BPOFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: ConcentrixLocation(s): Bengaluru
Keyskills: Quality Team lead Banking Collection QC Tools International Voice Call Monitoring Inbound Voice Process Call Audit International BPO
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