Responsible for monitoring/auditing, preparing and providing adequate feedback to ensure process compliance
Ensure adherence to quality norms as per client specification, also internal policies, procedures, and compliance regulations are being followed
To ensure that associates perform efficiently and effectively within their assigned areas, with pre - determined performance standards
Identify improvement opportunities, develop and drive appropriate action plans for quality enhancement.
Partner with Operations and streamline / enhance metrics
Reduce learning curve and help enhance product/process knowledge of new joinees
Client Coordination - calibration calls, reports etc.
Communicate to heighten awareness and focus on importance of improving the overall customer experience
Make recommendations and drive improvement
Support the Company's pursuit of high quality service to internal and external customers and enhance the overall customer experience
Ensure that internal policies, procedures, and compliance regulations are being followed
Identify operational / training issues and help team in fixing these gaps.
Analyze the data of the team aligned and make dashboards
Good analytical, logical reasoning & numerical ability
Training, Coaching & Mentoring skills
Eye For Detail - Ability to identify/dissolve potential failure modes
Excellent interpersonal and communication skills required as the job involves extensive interaction and feedback
Excellent Data Interpretation/Presentation Skills
Good Written and oral Communication Skills
Good People management skills
Process orientation & structured thinking
Basic knowledge of Quality Tools
Candidate should be proficient in MS Excel and PowerPoint.
Graduate/MBA from preferably business related discipline.
Salary: INR 4,00,000 - 7,00,000 P.A.
Industry:Internet / Ecommerce
Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations
Role:Team Leader -(NonTechnical)
Employment Type:Permanent Job, Full Time
Desired Candidate Profile
PG:Post Graduation Not Required
Doctorate:Doctorate Not Required
Recruiter Name:Kritika Chauhan
Contact Company:IndiaMART InterMESH Ltd
Address :7th & 8th Floors, Advant-Navis Business Park, Plot No 7, Sector â€“ 142