Role:

- Responsible for the quality of service provided on all verticals including Voice/Chat/Email/Outbound/AdOps/Account Strategy.
- This includes leading a team of Quality Assurance analysts.
- This position will ensure through quality observations and data collected through rigorous QA monitoring of the support provided by reps with approved policies and procedures.
- Establish root cause & Corrective actions & steer review meetings with the process owners
- Deliver recommendations, track approved actions and supporting control plans
- Develop process maps and supporting metrics to quantify operational gaps
- Develop the process dashboards for performance tracking
- Develop insights from data/reports and translate them into key actions that are utilized to improve customer metrics (in partnership with the business)
- Undertake improvement projects linked to business impact and customer satisfaction using the Six Sigma & Lean methodology
- Act as a change agent to ensure improvement actions are deployed and ingrained throughout business processes
- Support training efforts in the areas of learning material development, Training Need Identification
- Organize employee engagement activities like Quality month, Kaizen events

Responsibilities:

- Knowledge of various coaching techniques that drive customer satisfaction.




- Manages the Quality Assurance Coaching program by providing direction, leadership and coaching development skills to the QA analyst and representatives.
- Identify challenge areas and suggest methods to improve quality, both at individual level and at program level.
- Identify bottom quartile reps, facilitate retraining and closely monitor their post training performance.
- Delivery of service level components, quality and productivity targets & indicators for particular market Monitoring, coaching and feedback.
- Oversee and review escalations and the escalations process Ownership and problem resolution.
- Ensuring that the team is adequately staffed to handle volumes for the day / week / month.
- Maintain employee performance records; track and report on performance outcomes.
- Provide team leadership and coaching.
- Provide recommendations for process development based on customer feedback and analysis of the same.
- Ensure strict adherence to policies, processes, compliance guidelines
- Upskill / groom team members.
- Build sustaining and productive relationships with customers and stakeholders
- Maintain track of all pending/open items (internal and external) and ensure closure of the same in a timely and appropriate manner.

Work from Bangalore Office all 5 days Mandatory.

📌 Quality Team Lead (Karnataka)
🏢 Regalix
📍 Karnataka