Be an early applicantLess than 25 applicants
This job has closed.
Tech Mahindra Business Process Services · 3 days ago
Quality Team Lead
Alpharetta, GA
Full-time
Onsite
Senior Level
2+ years exp
Wonder how qualified you are to the job?
Maximize your interview chancesIT Services and IT Consulting
Insider Connection @Tech Mahindra Business Process Services
Responsibilities
Monitor and analyze actual performance data to ensure SLAs are met
Oversee a team of 15 or more members and manage day-to-day performance
Handle attrition and absenteeism
Drive performance metrics rigorously and develop talents
Review performance metrics, technical skills, and prepare improvement action plans
Coordinate among departments, review individual performance, and set improvement plans
Conduct performance management, coaching, and disciplinary actions
Identify and resolve problems affecting team performance and service quality
Assist in planning and implementing process improvements
Provide direction in handling customer inquiries and requests
Stay updated on company policies and process changes
Coordinate and follow up on priority issues and escalations
Identify continuous improvement initiatives and ensure team compliance with guidelines
Generate reports for client and stakeholder reviews
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
Bachelor’s Degree (any discipline) with minimum of 2 years of overall experience
Amenable to work on 24/7 shifting schedule, holidays, weekends, and rest days
No issues working in any location assigned by the company
Demonstrate excellent communication skills; ability to present ideas and solutions in a logical and articulate manner with the self-confidence to work with Senior Executives
Ability to work within challenging environment with tight delivery timelines
Out of the box thinker to develop tools and processes for best utilization of resources
Ability to manage Internal and external clients; Strong conflict management skills
Ability to manage team of QAs
Self-motivated Team player
Excellent skills on G suite/Quality Tools / Data Analysis /RCA/Analytical Skills / Reporting
Experience working in a customer-centric environment
Good people skills
Has the ability to coach and provide positive and negative feedback
Monitor and Analyse the actual performance data and ensure SLAs are being met
Handle 15 (or more) team members and oversee day to day performance
Attrition and absenteeism handling
Drive performance metrics rigorously among individual groups and develops talents
Review performance metrics, technical base and other skill sets required, prepare improvement action plans and effective follow up, take corrective actions whenever required
Coordinate among various departments like Quality, Communication, etc. and review individual group’s performance and set action plans for improvement
Create an open and transparent working environment to ensure associates voice is heard and if necessary appropriately acted upon
Conducts Performance Management of assigned team members which includes coaching, handing out of disciplinary sanctions for violations against company policies and performance reviews
Identifies and Resolves problems that affect the performance of the team and quality of service
Assist the Associate Manager in planning, developing and implementing initiatives and improvements to the process/discipline
Provide overall direction to the team in handling customer service inquiries and requests in support of end users
Maintain a current understanding of the company policies, process changes and remains an expert of the process
Take charge of coordination, follow up and notifications for priority issues, incidents or escalations
In conjunction with the problem management function, identifies continuous improvement initiatives within the discipline
Make sure all team is fully updated on the guidelines updates
Creates WBR, MBR reports for client and stakeholder reviews
Company
Tech Mahindra Business Process Services
We’re Tech Mahindra Business Process Services.
10,001+ employees
Funding
Current Stage
Late StageLeadership Team
Neelam Sarna
Associate Vice President & Client Partner
Company data provided by crunchbase
