Team Leader - Location Vashi
Job Description:
- Proofread emails of agents to ensure that error-free emails are sent out.
- Monitor agents to identify errors, deviations & initiate corrective measures.
- Provide actionable data to various internal support groups as needed.
- Informed on all the Updates related to Process by constantly checking team correspondence (Mails/What’s app/ Messages) and broadcastit to the entire team.
- Test Product updates on timely basis.
- Training the new joiners and handle OJT employees.
- Accountable in getting the new employee’s certified.
- Conducting regular refresher training for the team.
- Generate account specific QA reports based upon predefined contractual criteria and provide inputs to operations.
- Create & maintain timely & accurate QA database.
- Conduct feedback sessions with Agents.
- Participate in design of monitoring formats and quality standards.
- Compile and track performance at team and individual level.
- Participate in customer and client listening programs to identify customer needs and expectations.
- Coordinate and facilitate calibration sessions
- Update all process required Tracker.
Prepare and analyze internal and external quality reports for management staff review.
Key Skills :
Company Profile
To be a ---ly preferred business process transformation partner for our clients, creating value in their business through innovative outsourcing ---.
Make our clients more competitive
Seven values that weave the different cultures across our company and its subsidiaries into one fabric
Company operates a --- network of 66 customer experience centers across the U.S., Canada, the UK, India, the Netherlands, France, Germany, Italy, Jamaica, UAE, and the Philippines. We deliver 67% of revenues locally, enabling intimate customer relationships and long-term, sustainable results.
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- Interested candidates are requested to apply for this job.
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