AddressRole Description:
- This is a full-time on-site role located in Bengaluru for a Team Lead Call Quality Adherence.
- As part of this role, you will supervise, mentor, and coach a team of Call Quality Analysts.
- You will be responsible for developing and implementing quality control procedures to ensure consistent delivery of an excellent Process Improvement team while also driving employee engagement and performance.
- In addition to monitoring and analyzing calls made by PIA representatives, you will be responsible for providing feedback to the team to continuously improve the quality of the process.
Qualification:
- Bachelor's degree/Master's in Business Management or a related field
- Minimum of 4-7 years of experience working in a similar role, preferably in a call center environment
- Should handle a team of 15-20 associates
- Excellent verbal and written communication skills, interpersonal skills
- Detailed knowledge of quality standards, principles, and procedures(QC tools) - Experience with data analysis and performance metrics.
- Excel knowledge is a must - Ability to work in a fast-paced environment, manage multiple priorities, and meet deadlines
Strategic Leadership:
- Develop and execute a comprehensive strategy for process improvement adherence aligned with organizational goals and objectives.
- Collaborate with senior leadership to define and prioritize improvement initiatives that contribute to operational excellence.
Process Assessment and Design:
- Conduct thorough assessments of existing processes to identify areas for improvement.
- Design and implement optimized processes, ensuring efficiency, scalability, and compliance with industry standards and regulations.
Performance Metrics and Monitoring:
- Establish key performance indicators (KPIs) to measure process adherence and effectiveness.
- Implement monitoring systems to track and analyze process performance, providing regular reports to leadership.
Change Management:
- Lead change initiatives to ensure smooth implementation of new processes and adherence protocols.
- Work closely with cross-functional teams to address challenges and resistance to change, fostering a culture of continuous improvement.
Training and Development:
- Develop and deliver training programs to educate employees on new processes and adherence requirements.
- Provide ongoing support and resources to teams to promote understanding and compliance.
Collaboration and Communication:
- Foster collaboration across departments to gather insights and feedback on existing processes.
- Communicate effectively with all stakeholders, keeping them informed about process improvements and adherence expectations.
Risk Management:
- Identify potential risks associated with process changes and adherence strategies.
- Develop mitigation plans and work with relevant teams to address and minimize risks.
Continuous Improvement Culture:
- Instill a culture of continuous improvement within the organization, encouraging employees at all levels to contribute ideas and feedback.
