Job Position : Team Lead - QUALITY

Job Description :

Responsible for the quality of service provided by Solution Experts on all verticals including Hotline/Chat/Email/Social Media/Outbound.
•This includes leading a team of Quality Assurance analysts that review, coach and support Solution Experts.
•This position will ensure through quality observations and data collected through rigorous QA monitoring of the support provided by Solution Experts with approved policies and procedures.

Responsibilities
•Knowledge of various coaching techniques that drive customer satisfaction
•Manages the Quality Assurance Coaching program by providing direction, leadership and coaching development skills to the QA analyst and representatives
•Manages internal fraud prevention reporting, fraud prevention initiatives, and participates in meetings and discussions with Corporate Security as needed
•Monitor performance of the Mi India Program as described in the SOP shared by Mi India
•Identify challenge areas and suggest methods to improve quality, both at individual level and at program level.
•Identify bottom quartile Solution Experts, facilitate retraining and closely monitor their post training performance.

Skills
•Degree Diploma and Above, Computer Science and E-commerce Major is preferred.
•Minimum 2-3 years’ experience TL experience desired preferably with Ecommerce background
•Willingness to work in rotating shifts and on Sundays & Public Holidays.
•Experience in customer service industry, Mobile phone and IT industry experience is preferred

Company Name : Client of Symmetrical

Location : Bangalore

Job Code : HR/SGS/966

Experience : 2

Job Salary

Last Date To Apply : 24-06-2016

Posted on : 14-06-2016