Team Lead - Quality ....
Team Lead - Quality Assurance
Posted on :
03-04-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
03-04-2024
Job Description
Req ID : 2686673
Company Description
iMetrix Solutions Private Limited is an Indianowned Contact Center solution provider based in Navi Mumbai. With a highly experienced management team and industryleading technology we deliver comprehensive Contact Center solutions and integration with other fulfillment services. Our goal is to offer niche solutions and maximize operational efficiency. We are committed to innovation and professionalism constantly striving to redefine performance metrics in the industry.
Role Description
This is a fulltime onsite role for a Team Lead Quality and Training at iMetrix Solutions Private Limited located in Navi Mumbai. The Team Lead will be responsible for overseeing quality control conducting analytical assessments performing quality auditing and management and ensuring quality assurance. The Team Lead will also be responsible for mentoring and training the team members.
Responsibilities
Responsible for managing and leading a team of auditors & conducting super audits for the team.
Provide timely feedback to the assigned QAs and production Telesales team to ensure issues if any are quickly fixed
Conducting frequent training/coaching sessions with the QA team and production team members
Lead call listening sessions with cross function teams to ensure quality standards are maintained
Conduct training sessions on quality assurance and compliance needs with the new Training or OJT batches
Publish daily and weekly reports to keep the Quality Assurance and Production team updated of team performance
Conduct daily or weekly team sessions to highlight and discuss observations from the call audits or training sessions
Document feedback and coaching sessions with proper signoffs and records management
Eligibility
Proven work experience in Managing and Leading a team of Quality Coachs/Executives/Analysts in an International Call Center for a minimum of 3 years
Work experience in a US sales/collections process will be preferred
Analytical thinking and problemsolving abilities
Strong understanding of Quality Assurance principles
Excellent leadership and mentoring abilities
Strong written and verbal communication skills
Knowledge of quality monitoring tools and systems call scoring forms etc.
Knowledge of MS Office suite with proficiency in MS Excel preferred
Ability to multitask and remain calm under pressure especially during peak hours
Strong coaching and team management skills ability to motivate team members
Ability to exhibit a very polite courteous and professional approach at all times
Bachelors degree in a relevant field
Weekly Offs: Saturday & Sunday
Compensation:
CTC: Upto 4.50 lacs per annum
Incentives: Subject to performance
Transport Allowance: Provided
iMetrix Solutions Private Limited is an Equal Opportunity Employer and does not discriminate against applicants due to race ethnicity gender sexual orientation or on the basis of disability or any other reasons whatsoever.
training,management,coaching,mentoring,auditing,quality assurance,skills
Employment Type
Full Time
Key Skills
- Invoicing
- Flight Operations
- Asset
- Geography
- Jboss
- Accident Investigation
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