AddressTeam Lead - Quality - Customer Relations (5:00 pm - 2:00 am IST Shift)
- As a Quality Team Lead - Customer Relations, you will be responsible for leading a Quality team that monitors activities across the Customer Relations team. You'll be instrumental in advocating and implementing continuous improvement of the quality of customer interactions and ensuring that procedures and policies are always adhered to. You will help execute and streamline internal processes by enabling your team members to identify opportunities and provide actionable insights and solutions. Your responsibilities will include, but are not limited to:
- Overseeing daily operations of the Quality Assurance team, ensuring accuracy and consistency in their audits/tasks to achieve the optimal consistency and success rate
- Developing, implementing and monitoring quality standards across all customer interactions using standard operating procedures and quality control initiatives
- Analyzing customer interactions and feedback to identify trends, issues, and opportunities for improvement
- Collaborating with various teams such as Operations, Tech, and Product in identifying, communicating, and meeting customer needs through continuous process improvements
- Preparing regular audit reports highlighting performance metrics, insights into performance drivers, and recommendations for improvement
THE QUALIFICATIONS
- Degree in a related field or higher
- 6+ years of Quality Assurance/Control experience is required with 3+ years of experience at a supervisory level within the Quality function in a sales-oriented and/or targets-driven environment
- Prior work experience within financial services, insurance, and higher education industries required
- Green Belt Lean Six Sigma Certification is preferred
- Outstanding written and verbal communication skills in English
- Should be proficient with Word, Excel, and PowerPoint
- Analytically driven with an ability to create, interpret, and derive insights from data
- Exceptional organizational skills, listening skills, and attention to detail
- A passion for financial inclusion and access to higher education is a must, as well as comfort working with a global team across multiple time zones and sites!
- In addition, you should be comfortable working in a fast-growth environment, meaning a small agile team, fast-evolving roles and responsibilities, variable workload and tight deadlines, a high degree of autonomy, and 80-20 everything.
