Lead Quality Job in Epitome Trc

Lead Quality

Epitome Trc 4+ weeks ago

New Delhi, NCT
Not Disclosed
Full-time
Permanent

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Job Summary

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.