Alwarpet Chennai Tamil Nadu Shift leader Jobs – 224 Open Jobs Today

Senior Team Lead-Voice
HCLTech —Chennai, Tamil Nadu
- Microsoft Powerpoint
- Microsoft Excel
- Customer service
3d
Senior Manager-Procurement Delivery
Wipro Limited —Chennai, Tamil Nadu
- Management
- PMP
- Master's degree
1d
Operations Manager 3
U.S. Bank National Association —Chennai, Tamil Nadu
- Full-time
- Microsoft Excel
- Microsoft Office
- Bachelor's degree
6d
Ocean Customer Experience Specialist - Email
Maersk —Chennai, Tamil Nadu
- Full-time
- English
- Bachelor's degree
- Communication skills
Guest Service Associate - Front Office
NOVOTEL —Chennai, Tamil Nadu
- Full-time
- Management
- English
- 12th Pass
Quick apply
3d
Team Leader Front Office Sytems
Hyatt Regency Chennai —Chennai, Tamil Nadu
- Full-time
- Hospitality
- Customer service
- Diploma
Associate Finance Analyst
DHL —Chennai, Tamil Nadu
- Full-time
- English
- Finance
- Bachelor's degree
7d
Lead logistics Customer Experience and Operations Specialist
Maersk —Chennai, Tamil Nadu
- Full-time
- Microsoft Excel
- Bachelor's degree
- AI
Team Leader - USA Freight Forwaring Operations
Resolve GSC —Chennai, Tamil Nadu
- ₹50,000 - ₹60,000 a month
- Full-time
- In-person
- Communication skills
Quick apply
9d
Project Coordinator
Trimble —Chennai, Tamil Nadu
- Online application
- Salesforce
- Project management
- Bachelor's degree
1d
India Manufacturing Operation Head
HP —Chennai, Tamil Nadu
- Full-time
- PMP
- SQL
- Project management
Operations Director
Maui Jim Sunglasses —Chennai, Tamil Nadu
- Full-time
- Microsoft Word
- Microsoft Excel
- Computer literacy
- Paid holidays
- Health insurance
Front Office Executive
NOVOTEL —Chennai, Tamil Nadu
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Hospitality
Quick apply
Assistant Manager - Program Management
Flex LTD —Chennai, Tamil Nadu
- Full-time
- Microsoft Excel
- Engineering
- ERP systems
- Paid time off
9d
Ocean Customer Experience Specialist
Maersk —Chennai, Tamil Nadu
- Full-time
- Salesforce
- Microsoft Office
- Analysis skills
3d
RE Sr Specialist- Facilities and Office Services
Alight —Chennai, Tamil Nadu
- Full-time
- Microsoft Excel
- Bachelor's degree
- Plumbing
- Health insurance
Regional HR Shared Services Leader
Aptiv plc —Chennai, Tamil Nadu
- Human resources
- Health insurance
Fraud Ops Manager - C12 - CHENNAI
Citi —Chennai, Tamil Nadu
- Weekend availability
- PMP
- Bachelor's degree
- Agile
2d
TL - Service Operation Support - APAC
Vestas —Chennai, Tamil Nadu
- Weekend availability
- Salesforce
- Microsoft Office
- Master's degree
Duty Manager
NOVOTEL —Chennai, Tamil Nadu
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Hospitality
Quick apply

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Senior Team Lead-Voice

HCLTech -
Chennai, Tamil Nadu

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Job details

3 days ago

Qualifications

Microsoft Powerpoint
Authentication
Six Sigma Certification
Power BI
Microsoft Excel
Customer service
Call center experience
Information security
Six Sigma
Quality assurance
Bachelor's degree
Leadership
Communication skills
Lean Six Sigma Certification

Full job description

Chennai, Tamil Nadu
Job Summary

The Quality Team Lead manages the quality assurance function for a voice-based call center process. The role leads Quality Analysts, governs inbound and outbound call evaluations, strengthens agent performance, and drives improvements in customer experience, compliance, and operational effectiveness through data-led coaching and stakeholder collaboration

Key Responsibilities
Lead, coach, and develop Quality Analysts to achieve defined productivity, accuracy, and performance targets.
Allocate call-monitoring activities and ensure adequate quality coverage across teams, call types, and shifts.
Conduct performance reviews, one-to-one discussions, and development planning for the Quality team.

Oversee inbound and outbound call evaluations using approved quality scorecards and monitoring guidelines.
Ensure timely completion of audits and accurate identification of critical, compliance, and customer-impacting errors.
Review analyst evaluations to maintain scoring accuracy, consistency, and adherence to call-handling standards.

Partner with Operations Team Leaders to deliver structured, evidence-based coaching to call center agents.
Develop and track action plans addressing communication, process knowledge, customer handling, and compliance gaps.
Measure coaching effectiveness through follow-up audits and share call-handling best practices across teams.

Conduct regular calibration sessions with Quality, Operations, Training, and client stakeholders.
Ensure consistent interpretation of scorecard parameters, error definitions, and quality standards.
Document calibration outcomes, track evaluator variance, and implement corrective actions to improve alignment.

Prepare and publish accurate daily, weekly, and monthly quality reports and dashboards.
Analyze performance by agent, team, call type, error category, customer issue, and tenure group.
Present key trends, root causes, risks, and actionable recommendations during performance reviews.

Analyze complaints, escalations, repeat calls, and low-satisfaction interactions to identify improvement opportunities.
Promote empathy, ownership, active listening, clear communication, and effective call resolution.
Recommend actions to improve customer satisfaction, first-call resolution, and the overall call experience.

Monitor adherence to authentication, data privacy, mandatory disclosures, and documentation requirements.
Escalate critical errors, suspected fraud, misconduct, data-security incidents, and customer-impacting risks.
Maintain complete quality and coaching records and support internal, client, and compliance audits.

Conduct root cause analysis to identify recurring call-quality, process, system, and knowledge defects.
Recommend corrective and preventive actions to improve scripts, workflows, systems, and call-handling procedures.
Lead or support continuous-improvement initiatives and track agreed actions through closure.

Partner with Training and Operations to identify learning needs from quality-monitoring results.
Provide quality inputs for new-hire training, nesting, refresher programs, and process-change training.
Review training materials, call scripts, and knowledge articles to address recurring performance gaps.

Act as the primary point of contact for call-quality performance, risks, and improvement initiatives.
Present quality results and action plans during internal, client, and business governance meetings.

Collaborate with Operations, Training, Workforce Management, Technology, and leadership to close quality actions

Skill Requirements
Bachelor's degree in any discipline from a recognized university or institution.
Certification in Quality Management, Lean, Six Sigma, COPC, or Customer Experience is preferred.
Relevant call center, audit, or quality assurance certification will be an added advantage.
4 to 7 years of experience in call center, customer service, or business process outsourcing operations.
Minimum 2 years of experience as a Quality Analyst, Senior Quality Analyst, Quality Coach, Subject Matter Expert, or similar role.
Experience in voice-call monitoring, calibration, coaching, reporting, root cause analysis, and client governance; prior team leadership is preferred
Other Requirements

Call monitoring, quality scorecards, inbound and outbound operations, critical-error identification, and audit governance.

Team management, performance coaching, work allocation, accountability, conflict resolution, and talent development.

Quality trend analysis, root cause analysis, dashboards, Microsoft Excel, PowerPoint, and preferably Power BI.

Active listening, empathy, ownership, complaint analysis, first-call resolution, and customer satisfaction improvement.

Customer authentication, data privacy, mandatory disclosures, information security, documentation, and audit readiness.

Clear verbal and written communication, constructive feedback, presentation, facilitation, and stakeholder management.

Pareto analysis, Five Whys, fishbone analysis, corrective and preventive actions, and change implementation.

CRM, call-recording, quality-management, ticketing, knowledge-base, and speech-analytics tools.

Attention to detail, objectivity, integrity, resilience, collaboration, problem solving, and prioritization.

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Refine Your Search

shift leader jobs in alwarpet chennai tamil nadu

Senior Team Lead-Voice

Senior Manager-Procurement Delivery

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TL - Service Operation Support - APAC

Duty Manager

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