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Keywords / Skills : Team Leader, Team manager, TL, TeamCoach, team quality, Group leader

0 - 4 years
Posted: 2018-09-15

Customer Service/ Call Centre/ BPO
Customer Service Executive (Voice)
Any graduate
Posted On
15th Sep 2018
Job Description
!! HURRY !!
Hiring for one of the fastest growing travel technology companies in the world; Where portfolio of travel brands, including flagship product Cheap O air, receives over 100 million visitors annually.
Seeking Team Leader - Quality for our Pune Location who will be responsible for Process Improvement at organisation level and improve the quality of the agents for the contact center. The incumbent on this role will have the ownership and accountability to ensure all the quality processes meet the ISO compliance Identify Training needs for the process and Quality team.
Job Responsibilities:
*Design the Sampling Strategy for the process
*Monitor process quality check audits
*Ensure completion of the all Calibration sessions including TQO
*Ensure that Frequency and Event based feedback for the team is complete
*Preparation of Quality Standard Documentation for the process and update it on a regular basis with regards to any changes
*Assist the Operations team in the customer compliant & resolution process for the teams
*Complete the regular performance review with the team of QAs
*Compile MIS for all teams handled
*Support the managers in review of employee performance based on data with areas of development
*Ensure that the QA process meets the ISO Compliance
*Drive Continuous improvement initiatives
*Drive best practice/idea sharing
*Identify Training needs for the process and Quality team
*Attend Training for self development
*Drive six sigma and LEAN projects in the team
*Take Org level initiatives
*Develop and maintain stakeholder relationship
Qualifications / Experience:
*Candidate should have minimum 5+ years of experience in Quality.
*Analytical skills and time management
*Excellent Communication skills verbal and written
*Coaching and Feedback
*Conflict Management
*Interpersonal skills and people skills (People Management)
*Risk Identification and mitigation skill
*Relationship management with clients and stakeholders
*Candidate should be from the Quality Background
*Candidate should be from the Travel Background
*Candidate should have handled a team
*Candidate should be an Graduate from any reputed university
What we offer:
*Plenty of vacation time
*Free transportation
*Complimentary meals
*Team building activities
*Fun team outings
*Unlimited coffee 


* Spot offer  * All rounds brief  * Free of charge

About Company

JobShop Consulting is the name to reckon with IT, BPO, KPO, Banking, Finance, Manufacturing, Media & EMPI recruitment services. We ignited to succeed on 5th of Jan 2015. We at JobShop Consulting provide jobs, career advice and recruitment services.

Our company is well reputed for excellent mapping, accurate assessment with the right opportunity across the city. We believe in consistent performance and improvement of our services. Our major assets are people and want to deploy right people for the right job on the given time.

We want to hire people whose passion intersects with the job, so then they will not require any supervision at all. Their fire comes from within, not from without. Their motivation is internal, not external.
About Recruiter
HR Somesh Hankare
Jobshop Consulting
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Skills I hire for excellent communication,voice, technical support
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