Lead Quality Job in Epitome Trc

Job Summary :

The Quality Assurance Lead is responsible for reviewing and auditing incidents, email and telephone interactions along with reviewing and investigating customer survey responses for the Call Center.

Desired Candidate Profile :

Job Type : Full Time

Designation : Lead Quality

Experience : Must have 2 years of managerial experience handling a team as a Lead

Educational Qualification : Any Graduate/ Under Graduate/ Post Graduate can apply

Salary Offered : As per Industry standards

Key Deliverables :

• Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center.
• Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Call Center leadership, Call Center operations, analysts and the Service Quality teams.
• Performs mock calls with new hires post-training to determine readiness for moving into support.
• Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
• Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites.
• Uses Call Center tools to gather data and analyze trends or patterns affecting quality.
• Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Responsible for facilitating calibration/group sessions regarding our quality program.
• Responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Assurance Manager and monitors the result of stated recommendations.