Quality Lead

5 days ago

Bengaluru, India Tech Mahindra Full time
Key Responsibilities:

1. Lead a team of quality analysts to monitor, evaluate, and improve the performance of customer service representatives handling international voice processes for our ecommerce account.

2. Conduct regular quality audits to assess adherence to predefined quality standards, compliance requirements, and customer service protocols.

3. Analyze performance data to identify trends, areas of improvement, and opportunities for enhancing customer experience.

4. Provide constructive feedback, coaching, and training to team members to address performance gaps and ensure consistent delivery of high-quality service.

5. Collaborate with operations managers, training teams, and other stakeholders to develop and implement quality enhancement initiatives and process improvements.

6. Act as a subject matter expert on quality assurance processes, best practices, and industry standards.

7. Drive a culture of continuous improvement, quality consciousness, and customer-centricity within the team.

8. Prepare and present regular reports and dashboards on quality metrics, performance trends, and improvement initiatives to senior management.

9. Handle escalations and resolve customer complaints effectively, ensuring prompt resolution and customer satisfaction.

10. Stay updated on industry trends, emerging technologies, and best practices in customer service quality management

Language & Communication

- Ability to effectively communicate his/her thoughts in a well-organized manner.- Should have good communication skills in English

Preferred Competencies

1.Bachelor's degree in Business Administration, Management, or a related field.

2. Proven experience 1.5 years in a similar role, preferably within a BPO environment handling international voice processes for ecommerce accounts.

3. Strong understanding of quality assurance principles, methodologies, and tools.

4. Excellent analytical, problem-solving, and decision-making skills.

5. Exceptional communication, interpersonal, and leadership abilities.

6. Ability to motivate, mentor, and inspire team members to achieve performance targets and quality goals.

7. Proficiency in using quality monitoring software and tools.

8. Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.

9. Certification in quality management or related field (e.g., Six Sigma, Lean, ISO) would be an advantage.

10. Fluency in English (spoken and written) is mandatory.

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