
Senior Team Lead – Field Quality Assurance
2 weeks ago
Excellence in Customer Interactions
">The Process Excellence team maintains and elevates the quality of customer interactions through regular audits of agent communications. Audits ensure accuracy, consistency, and compliance across different verticals. Insights from these audits drive continuous improvement through targeted training, closing knowledge or process gaps and delivering a consistently excellent customer experience.
">Role Description
">This role involves leading and managing a team of Field Quality Analysts (Field QAs) responsible for auditing field visits conducted by Collection Agents. The role requires strategic planning and execution to ensure efficient audit coverage, guiding the team to meet monthly targets while maintaining high standards of quality and compliance.
">Key Responsibilities
">• Effectively manage a team of ground Field Quality Analysts (Field QAs) for efficient audit of field visits done by Collection Agents.
">• Ensure proper visit planning through strong execution; guide and motivate the team of Field QAs to reach monthly audit coverage targets.
">• Monitor day-to-day field analyst activities, including regular audit coverage monitoring, in-person visits for on-site training, and timely follow-ups with Field QAs.
">• Train Field QAs to increase contactability with customers and guide the team on parameters such as locating customers, how to properly interact with the customer, etc.
">• Ensure Audits happen in adherence with code of conduct.
">• Highlight anomaly patterns found during audit and improve sampling criteria for audit.
">• Conduct daily team stand-up/huddle, ensure attendance and process adoption by the Field QA.
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