Quality Team Leader

Skills :

Excellence Communication & presentation skills

Demonstrated experience in leading and managing a team, preferably in a quality-focused role with a team size of 10-20 Quality Analyst.

Presenting Weekly/fortnightly reviews with the client

• Certification in quality management or related field (e.g., Six Sigma, Lean) is a plus.

Proven track record of successfully implementing quality improvement initiatives

Ability to work independently, make sound decisions, and take ownership of assigned responsibilities.

• Flexibility to work in shifts and adapt to changing business needs.

BPO experience is required in Quality / Process excellence domain in Advertising, Ecommerce platforms, Financial Domain, Digital Marketing Domain.

Responsibilities

• Lead and manage a team of Quality Analysts to ensure the delivery of high-quality services in accordance with client requirements and organizational standards.
• Develop and implement quality assurance processes, guidelines, and standards to drive continuous improvement and enhance overall customer satisfaction.
• Conduct regular ATA to check the understanding of the audits done as a part of internal Governance
• Monitor and analyze quality performance metrics, identify trends, and recommend strategies for performance enhancement.
• Ensure internal & external calibration sessions are executed based on the expectation in a timely manner
• Ensuring Billing targets are met by carrying effective capacity planning and controlling planned & unplanned shrinkage and attrition as per organization standards.
• Excellent communication skills, both written and verbal, with the ability to provide constructive feedback and communicate effectively with team members and stakeholders.
• Proficiency in using quality management software and tools to track, analyze, and report on quality metrics.
• Collaborate with other departments and stakeholders to implement quality initiatives, resolve issues, and drive process improvements.

SHIFTS :

Shift will be in Indian time zone 9 PM to 6 PM but candidate has to be flexible in shifts as Operations is in 5 counrties India, North America, Latam, APAC & EMEA.

Experience

3-5 Years of total experience

Graduate or Post Graduate from any stream

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