Sholinganallur, Tamil Nadu

Job Summary

This position is responsible for day-to-day quality review of production staff in support of residential and small business operations. The position is responsible for establishing and managing processes associated with training, quality monitoring and measuring across the operations. The position is also responsible for identifying, recommending and implementing quality improvement programs and practices with a focus on a great customer experience and a cost-effective, high-performing operation.

EDUCATION/EXPERIENCE The minimum education requirements are:

High school diploma or equivalent

Strong written, math and English skills required

Bachelor’s degree preferred The minimum experience requirements are:

1-2 years of job-related experience

Knowledge of the gas and electricity industry and competitive retail markets

Customer service/customer operations experience

Familiarity with business operations and consumer sales & marketing

Key Responsibilities

Manage and achieve daily quality assurance targets

Review and assess work, including customer calls across operations

Provide fair, concise, and objective QA feedback

Report QA findings to staff and functional leads to identify necessary training and knowledge transfer required to improve performance

Collaborate with key stakeholders on quality processes and scoring techniques

Report in an accurate and timely manner quality monitoring and reporting for designated call center and back office personnel

Raise quality assurance concerns and issues immediately to appropriate parties to drive resolution





Provide coaching and feedback to personnel being monitored and their respective supervisor

Assist in defining and maintaining standards to ensure the integrity of the Quality Assurance process

Ability to design and implement quality programs to motivate and recognize employees

Use business tools and advanced industry knowledge to identify quality improvement opportunities

Calibrate quality scores in an objective and normalized manner

Ensure quality consistency across sites and work groups with a focus on the customer experience and a high-performing operation

Participate in frequent discussions to facilitate understanding and change needed to improve business performance

Work in a collaborative manner to maintain an effective relationship with all stakeholder groups

Ability to consolidate quality data and assist in conducting gap analysis to identify root causes and recommend improvements

Prepare required monthly reporting and ad hoc reports on QA results in a timely fashion

Work with the functional leads and internal training team to target areas for improvement from QA results

Skill Requirements

1. Basic Understanding Of Quality Audit Methodologies And Compliance Monitoring Practices.
2. Familiarity With Compliance Assurance Frameworks And Risk Assessment Techniques.
3. Fundamental Knowledge Of Root Cause Analysis And Reporting Tools.
4.



Basic Skills In Using Communication And Documentation Platforms For Feedback And Reporting.
5. Ability To Follow Process Guidelines And Work Collaboratively Within The Team.
6. Good Interpersonal And Coaching Skills For Supporting Team Development.

Provides regular coaching and performance feedback to assigned agents Engages and motivates employees for improved results

Excellent communication & listening skills

Ability to coach people for improved performance

Ability to sustain individual & team performance that maintains achievement of a high-performing operations

Knowledge of energy sales and delivery systems, tariffs, customer service, etc.

Clear understanding of business policy and practice throughout entire retail business

Absolute credibility with internal business partners and customers

Strong business acumen

Excellent organizational, and time management skills

Advanced interpersonal, presentation, and oral/written communication skills

Demonstrates effective problem solving and decision-making skills, good insight and judgment as well as cutting-edge and creative thinking

Skilled in using computer software applications such as Microsoft Office

Other Requirements

1. Optional but valuable: Certification in Quality Management Systems (e.g., ISO 9001 Foundation) or Compliance Monitoring Fundamentals.

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📌 Team - Lead - Quality Audit/Monitoring (Sholinganallur)
🏢 HCLTech
📍 Sholinganallur