Quality Analyst – Customer Support

1 week ago

Gurgaon, India Kell Tech Full time

Job Title: Team Leader – Customer SupportDepartment: Operations – US Travel DeskLocation: Hyderabad, TelanganaEmployment Type: Full-timeShift Timing: Rotational shifts including weekends and night shiftsExperience Required: Minimum 3 years in a similar leadership role within an international BPO setupEducation: Graduate (mandatory)Job Summary:The Team Leader is responsible for supervising a team of Customer Support Executives handlingtravel-related customer queries across voice, email, and chat channels for the US market. Theposition demands proactive leadership, sharp process knowledge, performance monitoring, andrigorous adherence to KPIs and compliance parameters in a travel helpdesk environment.Key Responsibilities:● Manage, supervise, and monitor daily operational performance of the assigned team to meet service levels and process metrics.● Drive agent-level efficiency in resolving complex customer issues related to bookings, ticketing, refunds, cancellations, and itinerary changes.● Conduct quality assessments and side-by-side coaching for process adherence, communication, soft skills, and customer satisfaction.● Execute daily team briefings, one-on-one sessions, monthly appraisals, and performance improvement plans where required.● Ensure timely and error-free scheduling, attendance tracking, shift rosters, and shrinkage control.● Handle all Level 1 escalations with professionalism and escalate further as needed with complete documentation and root cause reporting.● Collaborate closely with QA, Training, and WFM teams for performance calibration, feedback, and continuous improvement.● Submit daily, weekly, and monthly team performance reports to Operations Manager and stakeholders.● Maintain an environment of motivation, discipline, transparency, and accountability.Required Skills & Competencies:● Strong leadership, coaching, and team management skills.● Deep understanding of call center metrics (AHT, CSAT, QA scores, attrition, shrinkage, etc.).● Sound knowledge of US travel policies, airline procedures, and customer handling protocols.● Advanced MS Excel and dashboard reporting abilities.● Experience in CRM, QA monitoring tools, dialers, WFM platforms (preferred: NICE, Avaya, Genesys).● Emotional intelligence, conflict resolution, and team motivation techniques.Mandatory Requirements:● At least 3 years of experience as a Team Leader in a BPO (preferably US or travel support).● Demonstrated ability to lead and mentor 15–20 associates in a fast-paced, SLA-driven environment.● Strong analytical reporting and performance documentation capabilities.● Must be willing to work rotational night shifts including weekends and US holidays.● Ability to manage high-pressure environments and strict client SLAs.

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