Quality Team Lead - Non Voice

Location

Responsibilities

• Leading the Quality team to achieve high-level service quality for non-voice operations
• Conducting quality audits to identify gaps and opportunities for improvement
• Analyzing and interpreting metrics such as AHT (Average Handling Time), CSAT (Customer Satisfaction), and FCR (First Contact Resolution) to drive quality initiatives
• Developing and implementing calibration protocols to ensure consistency in quality measurements
• Identifying and resolving root causes of quality issues through thorough analysis
• Driving process improvements and implementing corrective actions to address quality concerns

Requirements

• 4-10 years of experience in non-voice quality assurance
• Strong knowledge of quality audit principles, AHT, CSAT, and FCR metrics
• Excellent analytical and problem-solving skills
• Ability to lead and motivate a team to achieve quality goals
• Strong communication and interpersonal skills