Descripción de la Oferta

Job Description:
• Responsible to meet business metrics by planning, executing and managing the team members
• Meeting service delivery mandate as per the agreement with respective stake holders
• Monitor, review and assess team performance across business roles and set targets accordingly
• Focus on process improvement factors based on business needs
• Review, Evaluate & Analyse interactions/transactions handled by QA Analysts
• Ensure compliance is adhered at all times and find ways to de-risk
• Conduct weekly performance reviews with the team members and prepare action plans on areas of improvement
• Understand, involve, influence, inspire, motivate and acknowledge team members to enhance the factors of Associate delight and promote retention
• Prepare process related reports and business review presentations, participate in client meetings and report findings
• Collect, collate, represent, and summarize trends around transaction evaluations to the stakeholder
• Execute assigned ad-hoc request by the business head
• Provide insights on best practices & observations around fostering QA
• Address team level escalations, scope covers customer escalations, key business process adherence and performance

Key Skills:
• Pleasant and friendly mannerism
• Ability to collaborate with different functions/client on implementing QA practices
• Ability to Identify the process gaps and take preventive measures
• Basic computer knowledge/technological skills- should be adept in using search tools, browsers and email features; attaching files to correspondence, utilizing, tracking and management features, including familiarity of CRM solutions
• Good English verbal and written communication skills. The person should also know what to write while utilizing web communication, be able to quickly recognize positive/negative call trends and escalate to management
• Ability to work independently and decision-making skills
• Ability to treat people with respect under all circumstances, instil trust in others besides upholding the values of the organization
• Ability to adapt to change, meet the changing demands of the work environment
• Ability to use MS Excel & Power point proficiently
• Ability to analyse data and trends/patterns, identify outliers and take necessary actions

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