13 Feb 2018

Team Lead – Quality Analyst Job at Proten International

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Proten is an international Human Capital Development firm that offers a wide range of Training, Coaching and Consulting services to individuals, small businesses and corporate and governmental organisations.

We are recruiting to fill the position below:

Job Title: Team Lead – Quality Analyst

Responsibilities

  • To monitor transaction quality of agents over phone, email & chat transcripts
  • To maintain performance report of individual Team Members
  • Audit processes for identifying process gaps and provide inputs for process efficiency
  • Prepare monthly performance reports for Management reviews & Action Plan
  • Conduct Root Cause and Training Need Analysis for various process
  • Responsible for team motivation and Create team synergy for enhanced KPI performance
  • Prepare certification module and evaluate each batch before release to operations teams
  • Provide inputs to Supervisor Contact Centre for new process and refresher trainings to teams.
  • Maintain records of QA reports history of officials and share them with Supervisor / HOD every week.

Essential Qualifications

  • Minimum of 3 years experience in a similar role
  • Knowledge of AVAYA and reporting structure
  • Proficient with Excel, Word & Power point, Team Player
  • Customer Focused, Result oriented, Leadership quality, Energetic & Assertive

Application Closing Date
14th February, 2018.



How to Apply

Interested and qualified candidates should send their CV's with the subject "Team Lead - Quality Assurance" to: [email protected]






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