MNC Hiring For TLs and QAs

Key Responsibilities:

For Quality Analyst (QA):

• Monitor and evaluate customer interactions to ensure process adherence
• Identify training needs based on quality observations
• Provide feedback and coaching to agents to improve performance
• Maintain quality reports and ensure compliance with internal standards

For Team Leader (TL):

• Lead and manage a team of customer service executives
• Ensure achievement of team targets and KPIs
• Handle escalations and ensure timely resolution
• Conduct performance reviews and team meetings
• Collaborate with support functions to drive process improvements

Candidate Profile:

• Graduate with a minimum of 1 year of relevant experience (on paper) in international voice process
• Strong communication and interpersonal skills
• Ability to work from office and adapt to rotational shifts if required
• Strong leadership (for TL) or analytical (for QA) skills