Team Lead - Quality Analyst at Proten

Major Deliverables:

QUALITY:

• To monitor transaction quality of agents over phone, email & chat transcripts
• To maintain performance report of individual Team Members
• Audit processes for identifying process gaps and provide inputs for process efficiency
• Prepare monthly performance reports for Management reviews & Action Plan
• Conduct Root Cause and Training Need Analysis for various process
• Responsible for team motivation and Create team synergy for enhanced KPI performance
• Prepare certification module and evaluate each batch before release to operations teams
• Provide inputs to Supervisor Contact Centre for new process and refresher trainings to teams.
• Maintain records of QA reports history of officials and share them with Supervisor / HOD every week.

Function / Domain: Customer Service / Customer Service

Reporting to: HOD Customer Service

Essential Attributes: Customer Focused, result oriented, Leadership quality, Energetic & Assertive, Knowledge of AVAYA and reporting structure, Proficient with Excel, Word & Power point, Team Player

Desired Attributes: Relevant Industry Experience, should have Planning and organizing skills, Good interpersonal skills

Qualifications: Graduate / Post Graduate

Desired Experience: 3 to 5 years