- Role: Quality Team Leader
- Location: Gurugram
- Company: Concentrix
- Salary: Not Disclosed
- Qualifications: Any Graduate
- Employment Type: Full Time, Permanent
Job Description:
Concentrix is looking for a Quality Team Leader in Gurugram, India, responsible for leading and motivating a group to deliver extraordinary customer support. Key duties include analyzing pleasant performance, growing improvement plans, and ensuring consistent application of first-class strategies throughout teams. The position calls for BPO to revel in, sturdy management, analytical competencies, and collaboration with Operations and Training groups. Candidates should have information about purchaser revel in methodologies, top-notch communique capabilities, and a demonstrated track file in first-class assurance and overall performance control.
Key Responsibilities:
1, Team Performance Management:
- Maintain accurate metrics of man or woman and ordinary crew performance.
- Regularly analyze great overall performance, figuring out trends, and the usage of this information to implement corrective movements.
2. Process Evaluation and Improvement:
- Assess the effectiveness of techniques and the team’s overall performance in delivering customer support excellence.
- Collaborate with enterprise stakeholders to design and enforce improvement plans.
- Lead venture forces and motion plans regarding more than one stakeholder, including Operations, Quality Leadership, and Account Management.
3. Quality Framework Administration:
- Ensure that the fine guarantee process is continuously carried out throughout your website or customer.
- Participate in calibration periods to hold high standards and consistency.
- Oversee nice certification approaches and make sure that each internal and consumer necessities are met.
4. Reporting and Documentation:
- Present findings out of your overall performance evaluation to each inner team and outside client.
- Provide clean, actionable reports that spotlight areas of possibility, trends, and answers.
- By acting these obligations, you’ll play a key role in enhancing the purchaser’s revel in and helping Concentrix’s strategic dreams.
Qualifications and Skills:
Educational Background:
A graduate degree in any field is desirable, though now not obligatory.
Industry Experience:
- Experience in retail, e-commerce, or logistics is relatively desired.
- Experience operating with UK-primarily based client care groups might be a plus.
BPO Leadership Experience:
- Prior experience as a fine team lead in the BPO industry is crucial.
- A sturdy track document of main and handling human beings is needed, as this function includes education and growing team members to meet overall performance targets.
Customer Experience Expertise:
Deep customer information revealed in methodologies and contact-handling frameworks is crucial.
Familiarity with strategic planning and execution of fine frameworks in a customer support environment is a key requirement.
Analytical and Problem-Solving Skills:
Excellent analytical capabilities to assess fine performance and perceive trends.
A proactive method of trouble-solving and the capacity to lay out actionable development plans based totally on statistics.
Communication and Leadership:
Exceptional communique, presentation, and report-writing competencies.
The ability to collaborate correctly with go-functional groups, including Operations and Training departments.
Technological Proficiency:
Advanced PC literacy and sturdy typing talents are required to make certain easy management of reports and evaluation.
Interpersonal Skills:
You’ll want it as a way to motivate and lead your crew to success, demonstrating robust people management abilities.
Experience in education and mentoring team participants, with expertise in each inductive and deductive coaching methodologies, is essential.
Why Concentrix?
Concentrix is an international chief in customer control, running in over 40 nations. The organization is dedicated to imparting super customer service for its customers throughout numerous industries, including technology, healthcare, retail, and finance. By becoming a member of Concentrix, you’ll be part of an organization that values innovation, variety, and excellence.
The company also locations an excessive emphasis on employee well-being, imparting several advantages and opportunities for career development. As a Quality Team Leader, you’ll have the hazard to paint in a dynamic, rapid-paced environment whilst contributing to meaningful business outcomes.
Benefits:
- Career Growth Opportunities: Gain management revel in and in addition develop your talents in a dynamic, international company.
- Inclusive Work Environment: Concentrix promotes diversity and values a supportive, collaborative subculture.
- Competitive Compensation: Attractive revenue programs and performance-primarily based incentives.
- Comprehensive Training: Access to expert development programs and training methodologies.
- Health and Wellness Benefits: Offers numerous health plans and wellness initiatives to assist employee well-being.
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