Team lead

Training and Coaching:

Identify TNA (with the help of live monitoring and QA evaluations) and follow a schedule to train and coach the team while considering the best practices in the industry.

Measurement and analysis of performance before and after training/coaching.

Conduct and administer performance reviews of assigned team on monthly basis through action plans

Confirmation Percentage:

Responsible to maintain at least 80% confirmed resources having over 60 days of tenure in the team.

Working directly with A,B and C players and covert C’s into B’s and B’s into A’s

Quality Assurance:

Ensure that Quality Score is according to the client requirement, QA score to be maintained as a company standard is at least 95%.

Maintain the documentation for every report in terms of performance, quality standards & discipline including but not limited to positive documentation/communication.

Successor:

Responsible to work closely with team members to identify potential leaders.

Work on the existing team member’s skills in collaboration with the training department to develop successors.