Quality Team Lead

3 weeks ago

Navi Mumbai, India Mantras2Success.com Full time

Client Company Profile:

Ever since the company began their journey in 2013, their aim has been to enable credit for every possible earning individual. Like payments, which has become digital, embedded & ubiquitous in the last 8 years, credit too will become a ubiquitous instrument for a consumers/business owner to transact for various purchases whether it is a vanilla Term Loan to consumer financing to working capital finance.

And they are at the forefront of this shift.


They are one of the top-rated AI companies in India built credit scores, alternate data products using multiple data

sources and operate as “SAAS” for 50+ clients across banking and tech industry.

They have embedded our solution with internet platforms that want to offer a loan product to their users.

Their team comes from variety of backgrounds: Experts from NBFC, Bureaus, Banking, Technology, Ex

entrepreneurs co-located PAN-India diverse.


Designation: Quality Lead (Collection Call Center)

Location: Navi-Mumbai

Experience Range: 3+ yrs

Salary Range: - Upto 7 LPA


Technical Competencies:

  • Excellent communication and presentation skills
  • Relevant knowledge of Quality Tools & Quality Framework
  • Experience in managing audits from a risk compliance & control standpoint
  • Must possess exposure to Defect Analysis, Continuous improvement, Root cause analysis, calibration, and corrective/preventive action plans
  • Should be well-versed with MS Office (Word, Excel, PowerPoint and Outlook)
  • Should have excellent communication skills (written and spoken)
  • Must have good analytical skills to conduct various analyses and RCA on a weekly/monthly basis.


Job description

  • Manages a team for quality delivery of an entire account
  • To manage quality profile for a customer service process
  • Participates in the design of call monitoring formats and quality standards
  • Defines Quality Framework, CTQs and implementation of Quality Control Plan
  • To conduct audits as per defined guidelines and sampling for transaction monitoring
  • Client management and interaction
  • To create and publish regular audit reports with management and clients (daily, weekly, monthly)
  • To identify gaps and conduct feedback and refresher sessions with agents to improve the Quality of calls
  • To drive process improvement initiatives
  • To drive calibration sessions with internal or external customers
  • Maintain an overview of daily records, MOMs and Action items
  • Organise touch-base meetings with Operations Leadership and discuss on AOIs and major concerns
  • Able to use automated information systems and analyse
  • Provide corrective/improvement solutions to the team periodically to help them improve their accuracy scores
  • Working closely with the Ops team on the process for an excellent team and process performance.
  • Prepare performance evaluations and document contact-handling procedures.
  • Prepare TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed.
  • One-on-one feedback with the team basis their performance
  • Provide domain knowledge & track external & internal escalations


Preferred Candidates profile:

  • Fluency in English
  • Well-versed with quality reporting and statistics (Usage of quality tools and techniques to achieve business metrics)
  • Able to use automated information systems and analyse
  • Should have working knowledge with Computers & to be internet savvy
  • Flexible to work in shifts


Thanks & Regards,

Divya Gulati

HR Recruiter

Mantras2Success

divya.gulati@mantras2success.com

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