Team Lead - Quality

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients

 

Operational

Leads a team of 12- 20 Associates - Quality Auditor and motivates them to achieve the team’ SLA First level escalation point of contact for the local BU/Global Team Responsible for the project execution, monitoring KPIs and Target compliance Leads the team in ensuring compliance to provisions/commitments as stipulated in the Client Service Monitor the team performance and provide regularly updates for specific KPIs, ensuring workload compliance and Develop and share knowledge with the team Oversees effective resource allocation to meet both productivity and quality metrics Documents issues as needed and ensures adherence to policy and procedures Manages process, resources, and system applications Follow standard practices and business procedures. Performs ad hoc data analysis and participates on various process improvement as needed. Validation and QA/QC – Perform validation checks for operational processes and data inputs/outputs. Responsible for complying the internal quality standard. Validate that the information gathered from third-party sources represents accurate new data that should result in an update, creation, or deletion in existing data. Perform functions as directed by the immediate superior and local office project lead.

Key Performance Indicators

Handles any escalations that an associate is unable to handle, solves process related queries and              handles grievances. Listens to calls and coaches the team to enhance performance. Monitors the calls/chat taken by the associates and provides them feedback.   Interacts with the quality team to seek feedback on the team’s performance and team quality scores. Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback. Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism. Organizes training program for the associates. Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements. Holds team briefing and de- briefings before and after each shift. Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs. Initiates and administers the rewards and recognition program for the team. Organizes the monthly team outings in coordination with the associates and the team members. Required Skills Communication Skills Interpersonal skills Problem Solving skills   Eligibility: Any Graduate     ⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.