Quality Team Lead

1 week ago

Solapur, 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

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