Quality Analyst & Team Lead (Customer Support)

Radical Minds Technologies Pvt. Ltd. is actively seeking talented and experienced professionals to join our expanding team in Noida. We are currently recruiting for critical roles: a Quality Analyst (QA) and a Team Lead (Customer Support). If you are an immediate joiner with a passion for excellence in customer service and quality assurance, and are looking to advance your career, we invite you to apply. This is a fantastic opportunity to contribute to a dynamic environment and play a pivotal role in ensuring high standards of service delivery.

As a key member of our Customer Support division, you will uphold the quality of our customer interactions and lead a team to achieve operational excellence. Your expertise will directly impact customer satisfaction and team performance, driving continuous improvement within our contact center operations.

Key Responsibilities

• Conduct thorough monitoring and evaluation of customer interactions to ensure adherence to quality standards and service protocols.
• Provide constructive feedback and coaching to customer support agents, identifying areas for skill development and performance improvement.
• Analyze quality assurance data and trends to identify root causes of issues, proposing and implementing corrective actions.
• Develop and implement training modules for new hires and ongoing skill enhancement programs for existing team members.
• Lead and mentor a team of customer support representatives, fostering a positive and productive work environment.
• Manage team performance, set clear objectives, conduct regular performance reviews, and ensure achievement of service level agreements (SLAs).
• Handle escalated customer issues with professionalism and efficiency, ensuring satisfactory resolution.
• Collaborate with management to develop and refine operational processes and customer service strategies.
• Generate comprehensive reports on team performance, quality metrics, and customer satisfaction levels, presenting insights to stakeholders.

Requirements

• Minimum of 1 year of proven, hands-on experience in a Quality Analyst or Team Lead role within a customer support domain.
• A Bachelor's degree or equivalent graduation is a mandatory educational qualification.
• Exceptional command of English communication, both verbal and written, essential for effective interaction and feedback.
• Demonstrated strong domain knowledge relevant to customer support operations and quality assurance methodologies.
• Proven capabilities in leadership, team management, and/or quality monitoring, with a track record of driving results.
• Ability to thrive in a fast-paced environment and adapt quickly to changing priorities.
• Proficiency in using CRM systems, ticketing tools, and quality monitoring software is highly desirable.

What We Offer

• A competitive in-hand salary of up to ₹35,000 per month, commensurate with your experience and expertise.
• An immediate joining opportunity, allowing you to quickly integrate into our vibrant team.
• A stimulating and supportive work environment located in Sector 57, Noida.
• Opportunities for professional growth and career advancement within a leading technology solutions provider.
• A chance to work with a dedicated team committed to achieving excellence in customer service.