Quality Team Lead
- IntouchCX
- 1 - 6 years
- Hyderabad
- 11 months ago
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Job Description
Job Title
Quality Team Lead
Location
APAC - Hyderabad
Department
Quality - Center for Operational Excellence
Overview of Position
Supervisors, Team Leads, or Team Managers in Customer Support and/or Technical Support experience of at least 2+ years with an overall relevant work experience of 4 - 5 Years in a Multi-national organization or a Global outsourcing support enterprise in a frontline customer interaction role through the Voice channel
Essential Functions
- Manage quality team, Schedule, adherence, and deliverables
- Ensure the quality team knows about any upcoming changes to workflows or work types
- Responsible for the professional development of Quality Specialists
- Collaborate with partners and lead the calibrations
- Assist in providing actionable insights for the business requirement, and partner with operations and the client
- Research any escalated issues thoroughly to co-deliver coaching opportunities to representatives with the Team Lead
- Partner with other support departments to achieve metric goals, such as Training and Human Resources
- Maintain and develop pertinent operational statistics, financial management information, and reporting
- Assist or lead the training of additional quality specialists on an as-needed basis
- Communicate plans, actions, risks, and issues with key stakeholders
Critical Skills
- Strong verbal and written communication skills, including presentation skills
- Sound knowledge of Microsoft Excel and Google Sheets
- Excellent organization and time management skills
- Ability to effectively interact with employees at all levels in the organization and work with people from diverse backgrounds.
- Ability to multitask under high-pressure situations
- Superior attention to detail with an eye for accuracy
- Team player with creative problem-solving, analytical, and project management skills
- Ability to adapt to changing environments and timelines
Educational/Work Experience
Requirements
- A Degree or Diploma in Science / Engineering / MS / MBA / Computers / Statistics
- 2 - 3 years of experience in data analytics is preferred
- Must have at least 2 - 3 years of QA role experience
- At least 1+ years of experience in a Team Lead / supervisory role
- Prior QA and Team management experience is expected
- Experience in managing and building relationships with multiple teams
- Knowledge of Statistics, Lean Six Sigma, or any other Data Science certification is considered an asset
- Prior QA and Team management experience is expected
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Quality Manager / SupervisorEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Six Sigma Voice Process Call Monitoring Call Audit Customer Support Quality Quality Team Lead International BPO
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