Hiring For Team Leader & Quality Analyst

ConfidentialPune

11 days ago

Job description

Role Overview

We are hiring a Team Leader with proven experience in managing teams within the BFSI Voice Process domain (Banking, Financial Services, and Insurance). The ideal candidate will be responsible for driving team performance, managing KPIs, and ensuring process excellence by implementing quality tools and customer satisfaction frameworks.

Key Responsibilities

Supervise and lead a team of customer service agents handling BFSI voice processes
Monitor team performance to achieve KPIs like AHT, NPS, CSAT, shrinkage, and attrition
Conduct regular coaching, feedback sessions, and performance evaluations
Implement and utilize 7 QC tools and BQM (Business Quality Management) for quality enhancement
Drive continuous process improvements and ensure SLA adherence
Prepare and share performance and compliance reports with senior management
Motivate team members and manage conflict resolution when necessary

Required Experience & Qualifications

Minimum 1 year of experience as a Team Leader in BFSI voice process

Total experience : 4–9 years in BPO / customer service domain

Strong understanding of metrics : Shrinkage, Attrition, AHT, NPS, CSAT

Working knowledge of 7 QC Tools and BQM implementation

Excellent communication and team management skills

Graduation in any stream (preferred)

Skills Required

Team Handling, Attrition Management, AHT, CSAT, 7 Qc Tools

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Quality Analyst • Pune