Quality Team Lead

2 days ago

Coimbatore, India Golden Opportunities Pvt Ltd Full time
  • Quality Team Lead - Non Voice We are seeking an experienced Quality Team Lead - Non Voice to lead our quality team and ensure high-level service quality for our non-voice operations
  • The ideal candidate will have a strong background in quality assurance, excellent analytical skills, and the ability to drive quality initiatives
  • Location Coimbatore

Responsibilities

  • Leading the Quality team to achieve high-level service quality for non-voice operationsConducting quality audits to identify gaps and opportunities for improvementAnalyzing and interpreting metrics such as AHT (Average Handling Time), CSAT (Customer Satisfaction), and FCR (First Contact Resolution) to drive quality initiativesDeveloping and implementing calibration protocols to ensure consistency in quality measurementsIdentifying and resolving root causes of quality issues through thorough analysisDriving process improvements and implementing corrective actions to address quality concerns

Requirements

  • 4-10 years of experience in non-voice quality assuranceStrong knowledge of quality audit principles, AHT, CSAT, and FCR metricsExcellent analytical and problem-solving skillsAbility to lead and motivate a team to achieve quality goalsStrong communication and interpersonal skills

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