
Team Leadership Position
2 weeks ago
The Process Excellence team focuses on maintaining and elevating customer interaction quality.
Key Responsibilities
- Conduct regular audits of agent communications across calls, chats, and other channels to ensure accuracy, consistency, and compliance.
- Ensure compliance across different verticals and run initiatives in coordination with business stakeholders to drive key business metrics.
About the Role
This role involves leading a team of Field Quality Analysts responsible for auditing field visits conducted by Collection Agents at customer addresses.
Requirements
- Strong communication and influencing skills.
- Comfort with Field visits.
- Strong team management skills.
- Quality Audit experience is preferred but not mandatory.
- Valid driving licence and a working vehicle for commute.
- Geographical understanding of specified area and fluency in local language.
- 2 - 5 years of people management experience in sales, operations, customer experience or collections role.
- Working knowledge of MS Excel and Google Sheets.
- High professional ethics and integrity.
Accountabilities
- Manage a team of Field Quality Analysts for effective audit coverage.
- Oversee daily field operations, conduct regular follow-ups, and provide on-site training.
- Identify audit anomalies, refine sampling methods, and ensure adherence to SOPs.
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