23 Sep
|
Telus International
|
Noida
23 Sep
Telus International
Noida
Roles and Responsibilities :
- Lead a team of Quality Analysts to ensure high-quality call monitoring, call calibration, and call audit processes.
- Conduct Pareto analysis to identify areas for improvement in customer service calls and develop strategies to address them.
- Collaborate with cross-functional teams to implement quality monitoring initiatives and improve overall customer satisfaction (CSAT).
- Develop and maintain documentation for QC tools, procedures, and guidelines.
Job Requirements :
- 5-13 years of experience in BPO/Call Centre industry as a Team Leader or similar role.
- Solid knowledge of 7QC, call audit, call calibration, call monitoring, CSAT, Pareto analysis, QC tools & techniques.
- Excellent leadership skills with ability to manage a team effectively.
📌 Quality Analyst Team Lead (Noida)
🏢 Telus International
📍 Noida