Mantras2Success.com | Quality Team Lead
4 weeks ago
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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