Quality Lead

Job Code # 300

Job Location-  Kolkata

Salary- 8 LPA to 11 LPA

Key skills-
a) Any Graduate
b) Overall 8 yrs experience in Contact center
c) Minimum 4 years of experience working as a quality auditor

Job Description-
• Overall 8 yrs experience with minimum 4 years of experience working as a quality auditor is mandatory.
• Complete quality checks as per the quality check plan
• Listen and assess live calls or recorded calls to ensure compliance with internal policies
• Check for customer satisfaction metrics and regulatory standards
• Evaluation based on tone, professionalism, resolution effectiveness, and communication clarity
• Complete the feedback loop and ensure verbal feedback is closed for all.
• Daily/Weekly reports to be shared with all analysis and results.
• Do cross-calibration with clients to ensure there are no process gaps.
• Take huddles/briefs for the team and work towards bridging knowledge gaps.
• Understanding of utilities and associated market participants
• Identify factors important to clients.
• Handle customer complaints.
• Ensure customer-based quality parameters are measured and tracked.
• Apply lean & six Sigma practices to resolve ongoing issues.
• Ensure privacy is for the customer-related information/assets.

Knowledge/Experience:
• Prior 1-year experience in Customer Service & Operations Management in the ANZ Utilities Industry
• More than 2 years of experience in the service industry.
• Experience in managing ownership of issues and overall customer experience.

Competencies/Skills:
• Strong Communication & Analytical Skills
• A Quick Learner. The qualities of a QA analyst must have a global overview of the company.
• Attention to Detail
• Analytical
• Empathize
• Strong relationship-building skills.
• Multi-Tasking