Job Summary
Team Leader
1-2 years experience
§ First Point of escalation for customers
§ Coaching and Mentoring of agents
§ Manage agent productivity and review agent metrics (KPIs); focus on outliers and determine root cause; communicate the importance of each metric and its drivers
§ Motivate the team to stay within service level guidelines
Quality Analyst
1-2 years experience
§ Overall transaction quality monitoring
§ Review and analysis of quality audit reports
§ Provide coaching and guidance to raise the bar on quality in a positive and constructive manner; work with agents with poor or failed QA scores; develop documented action plans with trainers and team leaders
§ Quality defect measurement
§ Provide feedback to MMTon process/system gaps identified
§ Emphasize on quality and compliance to policies and procedures