• Ensure evaluation targets are met for sampling contact transactions by PS team • Report results of evaluations on process/ team level to Quality/ Operations • Run analysis on contact evaluations and highlight trends • Use trends to identify training needs and developing action plans • Ensure coaching of agents based on evaluation trends to improve their sales capabilities by PS Team • Track improvement post coaching and identify improvement. If desired results are not achieved, identify reasons and take/ facilitate appropriate actions. • Conduct calibration sessions with Quality/ Operations/ Training Teams. • Maintain current understanding of program strategies across board. • Document, communicate and ensure compliance on new updates/ changes in the program • Support management focus on review of key drivers, metrics and operational processes that drive KPI results • Share regular reports (Highlighting Trends) with Operations and Quality on Key drivers, metrics and operational processes • Demonstrate commitment to program internal customer satisfaction Key Responsibilities : • Publish reports on evaluations done by PS team highlighting trends, highlights and lowlights. • Publishing reports on Feedbacks/ Coaching sessions conducted by PS team. • Conduct meetings with the team, discuss team level data and chalk out/ follow- up on the action plans. • Conduct calibrations with Quality/ Operations/ Training teams and publish variance report. Quality TL is also required to work on reducing the variance. • Present the teams data/ program data highlighting Highlights and Lowlights with action plans and improvements • Follow- up on Development Action Plans • Maintain desired quality in Sessions and Coaching • Ensure appropriate allocation of resources (PS) to various departments. Recruiting PS as and when required • Continual enhancement of program performance Basic Job Requirements : Experience • Graduate with Minimum 2.5 years of Post Graduation BPO experience in a Voice Based Process for an International Call Centre . • Exposure to running/ implementing program level improvement plans, showing improvements and sustaining results. • Should have worked in a semi supervisory position (At least) with exposure to delivering Feedback, Conducting Coaching and Training Sessions. • Proficient in Ms Office (Primarily Excel, Work and PowerPoint) Essential Personal Attributes • Familiarity with feedback fundamentals and coaching skills. • Ability to analyze performance for Agents on the basis of Language metrics and Quality Monitoring. • Good analytical skills to identify the Variance in the Key Result Areas for the Process. • Ability to provide feedback in the most constructive manner. • Ability to coach team members on coaching skills and feedback fundamentals • Verbal and Written Skills (Three major Criteria) • Speech clarity, voice clarity, good pronunciation and should not have a strong MTI (Mother Tongue Influence) • Good spoken as well as written Grammar (Conversation Flow and sentence construction) • Reading, comprehension and responding skills based on the International Language Proficiency Rating System • Typing Skills • A minimum of 20 words per minute • Behavioural skills • Strong customer service skills: empathy, listening, enthusiastic, patience, reasoning and problem- solving skills • Willing to learn and flexibility to changes • Aptitude and ability to grasp • Skills for planning, assigning and directing work on a program level • Ability to coach, develop action plans which maximize performance and provide effective feedback • Ability to analyze and improve work processes • Ability to undertake program level initiatives and deliver desired results • Ability to lead a team of PS, motivate them and drive them to deliver results • Willingness to work for at- least two- years duration with the organization Salary: Not Disclosed by Recruiter Industry: BPO / Call Centre / ITES Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations Role Category:Quality Role:Team Leader-Quality Assurance/Quality Control Desired Candidate Profile Education- UG: Any Graduate PG:Any Postgraduate Doctorate:Any Doctorate - Any Specialization, Doctorate Not Required Please refer to the Job description above
