Team Lead - Quality Assessor (Call Centre) at Ascentech Services Ltd

Duties:

• Monitor transaction quality of agents over phone, email & chat transcripts
• 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.

Essential Skills:

• Customer Focused,
• Result oriented
• Leadership quality
• Energetic & Assertive
• Knowledge of AVAYA and reporting structure
• Proficient with Excel, Word & Power point
• Team Player

Requirements/Desired Attributes:

• A minimum of 3 years of relevant Call Centre experience, out of which at least 1 year MUST be in Quality Assessment or similar position
• Should have Planning and organizing skills
• Good interpersonal skills