Quality Analysis Team Lead

About Atria Convergence Technologies Ltd:

ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired in home entertainment, education, and interactive services provider in India. Today, we are closer than ever to realizing it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu, Delhi, Rajasthan, Uttar Pradesh and Gujarat. We are one of the countrys most renowned cable and broadband company, bringing state-of the art services to more than 3 million happy homes (Fibernet, Digital TV, HDTV). We offer broadband on optic fiber and our Fiber-To-The Home technology can carry vast amount of information at speeds up to 1 Gbps. We are one of the leading ISPs in the wired broadband category, and the largest non-telco ISP in the country.

Role: Team Leader – Quality – Customer Service

Purpose of the role:

Responsible for assuring users are being provided with efficient and timely support with high customer satisfaction. To perform staff scheduling to ensure coverage during normal business hours and on-call support as required

Role & Responsibilities:

• Lead, mentor, and motivate a team of customer service representatives
• Conduct regular team meetings to discuss performance, updates, and best practices
• Manage shift schedules to ensure adequate coverage.

• Monitor and evaluate team performance against key performance indicators (KPIs)
• Provide constructive feedback and coaching to improve individual and team performance
• Conduct performance reviews and identify areas for development
• Ensure that all customer inquiries, complaints, and issues are resolved promptly and efficiently
• Handle escalated customer issues and provide solutions to enhance customer satisfaction
• Maintain a high standard of service quality and adherence to company policies
• Assist in training new team members and provide ongoing training to existing staff
• Develop training materials and resources to support team development
• Stay updated on product and service changes to provide accurate information to the team
• Collaborate with the Customer Service Manager to implement and improve customer service processes.
• Analyse customer service metrics and prepare reports on team performance
• Assist with the implementation of customer service initiatives and projects

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• Collect and analyse customer feedback to identify trends and areas for improvement
• Implement strategies to improve efficiency and effectiveness in handling customer inquiries.
• Monitor social media interactions and provide feedback to the team for continuous improvement.
• Oversee the nodal appellate process to ensure timely and accurate responses to customer complaints and escalations.
• Provide training and support to helpdesk staff to maintain high service standards.

Must have:

• Graduate or equivalent degree
• Minimum 2 years of experience as a customer service TL/Supervisory role and minimum 4 years overall work experience in customer service.
• Should has team managing experience
• Age not more than 33 years
• Work schedule: 6 days working with 1 rotational week off and rotational day shifts