Responsibilities
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.
Essential Qualifications
Minimum of 3 years experience in a similar role
Knowledge of AVAYA and reporting structure
Proficient with Excel, Word & Power point, Team Player
Customer Focused, Result oriented, Leadership quality, Energetic & Assertive
Applicants should send their CV’s with the subject “Team Lead – Quality Assurance” to: recruitment@protenintl.com
Apply via :
recruitment@protenintl.com
