Job Advert
Do you always check the best before dates? Do you read the content labels before purchasing products? Do you follow the washing instructions for each of your clothing items? We are looking for this kind of attention to detail and focus on ensuring quality.
Concentrix has fantastic opportunity for you to show off you proven quality experience with a can-do attitude and proactive approach to all tasks and challenges as a Quality Team Lead based in Gurgaon.
In this role, you will co-create and deploy an effective strategy that will deliver an industry-leading customer experience results including Net Promoter System and call handling frameworks. If you are able to lead, motivate and develop a team through sharing knowledge to reach targets, this opportunity will be a great step to gain experience and further prove your capabilities.
If you’re ready to take on an opportunity to boost your career then apply today.
What you’ll be doing
- Maintain accurate metrics of direct reports individual performance as well as overall team level performance
- Conduct analysis on quality performance across single site or client and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans
- Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
- Lead quality task force / action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) for respective single site or client
- Ensure consistent application of the quality process/system across assigned site or client including but not limited to calibration sessions, review the reviewer, insights and reporting; administration of applicable certification and Quality processes up to and including internal and client requirements
What you’ll need
- Graduate in any discipline desirable
- Retail / e-commerce / logistics experience is preferred
- UK based customer care experience preferred
- Diversity preferred
- Must experience as quality team lead in BPO industry.
- Work closely with Ops and Training team design action plans to plug areas of opportunity
- Effective management and leadership of people experience
- An understanding of client and outsourcing relationships including partner and company strategy
- Experience with applied coaching methodology for both deductive and inductive purposes
- Clear disciplinary record and a proven performance record of accomplishment
- In-depth knowledge of customer experience methodology, strategic planning and implementation of call handling and quality frameworks
- Excellent communication, presentation, listening, analytical, numeracy, problem-solving, time management, report writing, organisational, advanced PC literacy and typing skills (Essential)
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'
