Lead Customer Experience | Collections

Roles and Responsibilities:

A. CE Team Delivery 

1. Improve team performance on Customer Experience metrics (CSAT Issue Resolution ASAT) through CE observations and team engagement.

2. Maintain program expertise by completing required amount of phone time / contact handling hours.

3. Build consistency and accuracy in evaluating contacts by attending client and internal calibration sessions.

i. Complete CE Observations for calls/chats/e-mail according to the plan (for assigned team/s and focus consultants) 
ii. Attend calibration sessions with Client and Internal teams
iii. Prepare necessary observation and ad hoc reports 
iv. Attend scheduled trainings and complete required knowledge-assessment tests
v. Report hygiene-related cases and take required actions 
vi. Complete call handling hours requirement 
vii. Manage team performance on Customer Experience metrics (CSAT Issue Resolution ASAT) 
   Participate in team-level performance reviews 
   Facilitate focus group discussions with consultants to identify issues and root causes 
   Ensure that all observations reach the consultants through TM coaching and team meetings 

B.Team Development 

1. Drive consultant improvement by providing targeted  recommendations from CE observations 

i. Conduct team meetings / huddle sessions for assigned teams 
               Share CE observations and opportunities daily 
               Facilitate focus-group discussions and learning sessions for team members to address   

identified opportunities
ii. Provide detailed observations for each team member to be utilized by Team Manager on coaching sessions 
iii. Join triad-coaching sessions with Team Manager for bottom performers regularly 
iv. Identify training interventions for team members and coordinate plans with TM and CLS 

Improvement Framework Deployment and Analysis 

1. Improve performance of assigned focus consultants against CI goal through follow up observations 
Level 1 analysis for assigned teams (Top Contact Driver Defects Lead/Lag) 

i. Complete the required follow-up observations for identified team members 
ii. Monitor team performance based on CI Framework plan 
   Monitor progress of focus consultants weekly against goals 
   Identify specific gaps/root causes that impact performance 
   Share findings with the team based on additional observations 
iii. Produce team-level reporting daily for assigned teams 
   Follow standard team-level reports and insights 
   Conduct Level 1 analysis for assigned teams (Top Contact Driver Defects Lead/Lag) 
   Identify team-level issues and opportunities 
   Provide daily analysis based on detected defects and provide recommendations on how

  to address gaps 
   Work with Team Managers / Account Managers to solve for issues affecting 

                      performance 

Qualifications :

Our most successful candidates will have:

• At least 1-year Quality Analyst Experience in a Call Center Setting.
• Strong computer literacy with the ability to quickly learn.
• Fluent in written and verbal English with the ability to comprehend and effectively communicate with onshore team and external customers who are business professionals.
• B2 & above communication skills
• Proficient in Microsoft Office applications such as MS-Excel and PowerPoint.
• Solid understanding of the Quality audit & Coaching process. Ability to observe analyse and give constructive feedback. Strong customer orientation with a service-oriented attitude. Ability to analyze data interpret findings and identify patterns or areas of improvement.

Internal Qualifications:

• Must be a Lead- CE / acting CE for at least a year.
• Must have FY25 PDP score of Exceeds Most or Clearly Exceeds.
• Tenure of at least 18 months.
• No Active DA.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time