Quality Analyst Team Lead (New Delhi)

Quality Analyst Team Lead (New Delhi)

24 Sep
|
Telus International
|
New Delhi

24 Sep

Telus International

New Delhi

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.

- Robust 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 (New Delhi)
🏢 Telus International
📍 New Delhi

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