Team Leader | Quality Analyst | Trainer

All Job Descriptions are below

Team Leader

About the Role

We are seeking an experienced and dynamic Team Lead to guide and manage a team supporting premium customers of a leading quick-commerce company. This is a blended process (voice + non-voice) that requires high attention to detail, excellent communication skills, and the ability to lead teams handling high-order-value product queries.

The ideal candidate will have hands-on experience in managing customer service teams, maintaining service quality, driving process excellence, and ensuring a seamless support experience for premium users.

Key Responsibilities

• Oversee day-to-day operations for a team handling premium customer interactions across chat, and email.
• Monitor and ensure adherence to quality standards, communication guidelines, and operational processes.
• Conduct regular coaching, feedback sessions, and performance reviews to drive team excellence.
• Analyze KPIs such FRT, AHT, CSAT, Quality, and Attendance to identify areas of improvement.
• Ensure all escalations and grievance cases are managed with speed, empathy, and accuracy.
• Collaborate with internal teams to streamline processes, reduce friction points, and enhance customer satisfaction.
• Maintain documentation, reports, and insights required by clients and internal leadership.
• Ensure team discipline, roster adherence, and smooth functioning in a 24x7 operational setup.

What We're Looking For

• Maximum 3 year of experience in the BPO industry as a Team Leader, preferably in a customer service or operations role.
• Strong leadership and team management abilities.
• Excellent verbal and written communication skills.
• Ability to analyze data and interpret performance metrics effectively.
• Proficient in MS Office (Excel, Word, PowerPoint) and comfortable with call center tools and CRM software.
• Problem-solving mindset with the ability to handle stressful situations calmly.
• Good organizational and time management skills.

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Quality Analyst

About the Role

We are hiring a Quality Analyst (QA) to evaluate and elevate customer interactions for a premium, high-order-value support process for a leading quick-commerce company. The ideal candidate will have strong analytical skills, deep process understanding, and the ability to drive quality improvements across voice, chat, and email channels.

You will be responsible for monitoring customer interactions, identifying gaps, coaching agents, and ensuring that service delivery meets the high standards expected from premium customers.

Key Responsibilities

• Monitor and audit customer interactions.
• Assess agent performance based on quality parameters such as communication skills, process adherence, empathy, grammar, resolution accuracy, and compliance.
• Provide actionable feedback and coaching to agents to improve quality and performance.
• Maintain quality monitoring reports and share trends with leadership.
• Collaborate with Training and Operations teams to develop and improve agent training materials and SOPs.
• Participate in calibration sessions with internal and client QA teams to ensure consistency in scoring.
• Identify process gaps, training needs, and opportunities for improvement.
• Prepare and present quality analysis reports and dashboards on a regular basis.
• Assist in designing QA scorecards and process documentation

What We're Looking For

• 2+ years of experience in quality monitoring for voice, chat, and email in a BPO or customer service environment.
• Strong understanding of customer service KPIs and quality metrics.
• Excellent verbal and written communication skills.
• Ability to give constructive feedback in a professional and motivating manner.
• Familiarity with QA tools, CRM platforms, and ticketing systems
• Proficiency in MS Excel and reporting tools; ability to build clear and insightful reports.

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Process Trainer

Roles & Responsibilities

• New Hire Training for Process Batches and Training for other Processes
• Conduct floor refreshers/update training for the agents
• TNI and TNA to program the modules as per the process changes and needs
• Conduct TNA through CSAT/EOE/Quality Analysis
• Front-end Skill Management initiatives including coaching and training
• Conduct periodic performance evaluation sessions with team members
• To take on other responsibilities like off boarding, on boarding etc.
• Identify Trainee strengths and build them and identify areas of improvement and provide concrete work plan for improvement
• Control absenteeism and attrition and motivate the team
• Analyze and identify internal/external customer requirements through data analysis and use training as a tool to resolve issues. Report accurate statistics
• Consistently achieve or exceed targets on quality and numbers in training

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