Quality Lead

Jobs Territory1st floor, 560008, 110, Cambridge Rd, Ulsoor, Bengaluru, Karnataka 560008, India
Job Detail
  • Industry:
    BPO / Call Centre / ITES
  • Total Positions:
  • Job Type:
    Full Time
  • Salary (PKR):
  • Job Location:
    Bangalore, India
  • Minimum Education:
  • Minimum Experience:
    1 Year
  • Apply By:
    Sep 19, 2018
  • Job Posting Date:
    May 19, 2018
Job Description

Job Title             Quality Lead (Contact Center)

Key Responsibilities
Responsible for the development and delivery of the Quality framework for Contact Center to measure and manage quality consistently across the entire teams in the Contact Center.

Responsible for smooth and efficient day-to- operations within their team.

The two objectives of this role are to drive qualitative performance effectiveness and User Experience of the Contact Center Team.


Group presentation skills

Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision

Ability to build rapport with others and create a team environment

Strong communication, organizational, motivational and time management skills

Ability to work flexible hours if necessary (all shifts)

Ability to analyze quality scores and operational matrices and create Plan of Action with measurable changes within timelines

Experience in Customer Service environment with exposure to inbound, outbound, chat and email process.

Capable of identifying gaps and executing initiatives.

Proficiency in use of the Quality system & sound knowledge in preparing MS office presentations and excel.

Expected to lead by example
Should display the behavior of a role model always

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NO 888, 1st Floor, 7th Main
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Indira Nagar
Bangalore - 560008

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