MNC Hiring For TLs and QAs

4 weeks ago

Pune, Maharashtra, India Axis Consultants New Delhi Full time
Job Description

Key Responsibilities:

For Quality Analyst (QA):

- Monitor and evaluate customer interactions to ensure process adherence
- Identify training needs based on quality observations
- Provide feedback and coaching to agents to improve performance
- Maintain quality reports and ensure compliance with internal standards

For Team Leader (TL):

- Lead and manage a team of customer service executives
- Ensure achievement of team targets and KPIs
- Handle escalations and ensure timely resolution
- Conduct performance reviews and team meetings
- Collaborate with support functions to drive process improvements

Candidate Profile:

- Graduate with a minimum of 1 year of relevant experience (on paper) in international voice process
- Strong communication and interpersonal skills
- Ability to work from office and adapt to rotational shifts if required
- Strong leadership (for TL) or analytical (for QA) skills

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