Quality - Team Leader Job in Facile Info-serv Private Limited

Job Description: Roles & Responsibilities Managing Team of aprox 20 QA s. High performance delivery on all quality parameters. Audit interactions on Product/process, Communication and soft skills parameters. Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion. Data analysis and creating designated reports and presentations. Participate in calibrations to ensure consistent scoring & feedback delivery approach. Communicate to heighten awareness and focus on importance of positive customer experience. Make recommendations and drive improvement. Reduce the learning curve and help enhance product/process knowledge of new team members. Ensure that internal policies, procedures, and compliance regulations are being followed. Leverage process knowledge to proactively identify areas of concern & highlight to the change Team. Prepare TNA, publish and execute for 100% closure. Real Time Support (Production/Live Support) on the floor as per the business requirement Identify and highlight Process Gaps and Business Risks Desired Candidate Profile:- KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED Understanding of the Audit & Coaching processes. Excellent writing and comprehension skills. Extremely good verbal & written communication skills. 5-7 years Call Center Experience ( Customer Service) Bachelor Degree . Ability to observe, analyze and give constructive feedback. Ability to work under pressure. Presentation, Feedback &Coaching skills. Hands on experience in MS-Office; preferably in MS-Excel and Power Point. Effective problem-solving skills. Highly energetic & enthusiastic. Interpersonal skills and Teamwork. Analytical and Quantitative skills. Data Handling / data interpretation. Process orientation & structured thinking.