TCS [Kolkata] hiring for the role of [Customer Service - Quality Lead]
Job Summary:
Role : Customer Service - Quality Lead
Experience : 6 to 9 years
Job Location : Kolkata
Eligibility:
- Minimum 15 years of regular, full-time education (10 + 2 + 3 Bachelors/Graduates)
- All candidates should be comfortable with Rotational Shift / Split or Rotational Week-off / 5 Days Work From Office
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[Customer Service - Quality Lead]
Job Description:
• Create an inspiring team environment with an open communication culture
• Set clear team goals
• Delegate tasks and set deadlines
• Oversee day-to-day operation
• Monitor team performance and report on metrics
• Motivate team members
• Discover training needs and provide coaching
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Encourage creativity and risk-taking
• Suggest and organize team building activities
• Ensure privacy is for the customer related information / assets
Competencies/Skills:
• Proven work experience as a team leader or supervisor
• In-depth knowledge of performance metrics
• Good PC skills, especially MS Excel
• Excellent communication and leadership skills
• Organizational and time-management skills
• Decision-making skills
• Strong ownership skills
• Multi-Tasking
Qualifications:
Essential:
• Graduation in any stream
• Previous exp of managing Transaction Quality in a Front office and Back Office environment, Managed Teams, Have exposure to international customers
Desirable:
• Experience in International Voice, Excellent communication skills
• Prior 12 to 24 months experience of Quality Manage in in Customer Service & Operations. Preferably, in ANZ Utilities Industry
• Prior experience in service industry for more than 3 years
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Mandatory Requirements (How to generate your EP ID):
EP ID is mandatory for eligibility of the interview. Follow the below steps to register and mention the EP ID on your resume.
· Step 1: Visit https://ibegin.tcs.com/iBegin/
· Step 2: Click to login.
· Step 3: Click New user (Register with us).
· Step 4: Select "BPO" in areas of interest and complete the registration (Fill the details).
· Step 5: Once completed, your EP ID would be generated which starts from EP202XCNXXXX.
· Step 6: You will receive the EP ID on your personal e-mail ID.
