Quality team Lead

• Conduct daily/weekly Transaction Quality Audits
• Provide meaningful feedback and reporting to agents, team leads and management to guide improvements in agent coaching/training, documentation, resolution model, etc...
• Publish Dashboards at defined intervals
• Drive Quality and process improvement initiatives
• Data Analysis – Strong Analytical skills with an ability to draw conclusions from data (Error Analysis and Root Cause Analysis for process deviations)
• Provide data inputs to internal stakeholders
• Flexibility and Availability for any ad-hoc business requirement
• Ensure Confidentiality, Availability and Integrity of Data
• Understand and keep track of KPI’s. Manage dips in performance with adequate Sampling plan proactively
• Drive process performance to achieve and exceed SLA deliverables.
• Able to conceive and implement productivity improvements within operations using the sampling output.
• Coordinate for global Business Process alignments
• Ensure every new resource is briefed on the Sampling plan and the quality monitoring forms
• Provide constant support to the team members, including floor walking and sampling tickets/Calls wherever needed.
• Ability to communicate well with internal and external contacts.
• Recommend improvement in knowledge base articles to enable a better understanding for the team members
• Have a weekly sync up with the external contacts to discuss about areas of improvement specific to their Business Process
• Can perform under stressful and stringent timelines with minimal help with ownership


Key Deliverables

• Establish controls on Transaction Processing aiming for a Zero Defect Output
• Report and Publish Transaction Quality Metrics
• Providing coaching and feedback on QA findings
• Provide Feedback and suggestions for improvement
• GAP Analysis & Controls
• Adherence & record maintenance to QMS Requirements
• Continuous Focus and Drive to meet and exceed SLAs
• Carry out Quality Initiatives

• Native German
• Excellent written and spoken English and presentation skills.
• Excellent analytical and problem solving capabilities
• IT Graduate (preferable)
• Prior experience in IT Service Desk(Minimum 6 Years).
• Take ownership to manage deliverables across multiple assignments
• Knowledge of usage of MS Tools-Intermediate level (Excel, word, PowerPoint)
• Good Knowledge of QA Audit and Evaluation function
• Coaching and objection handling skills
• Good understanding of QA calibration
• Analytical bent of mind
• Ability to handle pressure and a natural go getter
• Understanding of Tools such as Kaizen, 7 QC tools would be an added advantage