Team Lead – Quality JD
About the Position: Responsible for leading the execution of the Quality framework for Contact Center by measuring and managing quality consistently across the assigned teams in the Swiggy Contact Center. Responsible for smooth and efficient day-to- operations within their team. The two objectives of this role are to drive qualitative performance effectiveness and User Experience of the Contact Center Team.
What you will do (Job Responsibilities)
- Effective monitoring of Quality analysts and providing instantaneous feedback on coaching skills and reducing variance scores and managing the team performance - responsible for audit sampling target compliance
- Continuously develop team capability by providing ongoing development, actively managing talent and embedding consistent feedback loops based on customer insights.
- Prepare reports & TNIs. Process improvement suggestions.
- Initiate and drive projects that would increase customer/user satisfaction, productivity and process Quality.
- Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations
- Keep the team motivated to perform on deliverables and help them deal with rejections. Assist/support team members with personal development planning
- Provide assistance to other work units when required, particularly in the management of queues and where required, support the management in conducting process related checks/audits.
- Identify ways to improve skill issues that face the team , and action accordingly. Participate in company wide projects/assignments, which could include working on curriculum updates/revisions or travelling to assist with new Centre launches
- Scheduling and overseeing governance meetings with all partners on performance, process and quality metrics review. Provide regular and timely updates along with tracking action plans
- Ownership and co-ordination of collaborative team contact with stakeholders
What do you need (Desired skills):
- 4 to 8 years of Industry Experience with Minimum 3 years of experience in Quality Management/Team Management
- Bachelor's degree in any stream
- Strategic thinker with strong articulation, storytelling, analytical and problem-solving skills
- A high degree of customer centricity with demonstrated examples of going extra mile to ensure the right treatment for the end-user
- Six Sigma Green Belt Certification desired
Tags
Quality