Quality Analyst - Team Leader
Job Description
Roles & Responsibilities:
- Participates in design of call monitoring formats and quality standards.
- Provide actionable data for agent improvement.
- Coordinates and facilitates call calibration sessions for internal as well as external.
- Monitoring calls of QAS & providing them feedback on timely basis.
- Prepares and analyzes quality reports for management staff review.
- Suggests training needs and developments.
- Handling quality related escalations & taking action against the same on timely basis.
- Contribute for the initial hiring and selecting process.
- Coach and guide team to think proactively and encourage them to improve on process and productivity.
Location:
MumbaiBranch:
MahapeExperience:
3 - 6 years
Salary Range:
As per industry standard
Functional Area:
Team Leader-Quality Assurance/Quality Control
Employment Type:
Permanent
Desired Candidate Profile:
- At least 2 years team handling experience as Quality team leader
- Candidate must be graduate
- Excellent oral, written and interpersonal communication skills
- Exceptional listening and analytical skills
- Intermediate level of knowledge / expertise with PC (MS Word & MS Excel)
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“My tenure with HDFC Sales has been eventful and fulfilling. I was assigned the role of a ’Subject Matter Expert‘. Meanwhile, I was detected with a severe medical condition which impacted my personal and professional life for around a year. Due to the flexible working environment and extended support by my peers and manager, I was able to see through my situation.”
