Team Lead Quality

myPulse.io (powered by Nucleus) is the FinTech providing game-changing financial insights to businesses. We simplify and organise your data for you. Through an AI-powered dashboard and reports, we’ll bring you up to speed with your company’s opportunities and risks.

Pulse enables businesses to significantly improve their financial position and growth strategy without having to invest in data services or internal resources. One of the recipient companies of myPulse.io, benefiting from our technology is the UK-based lender Nucleus Commercial Finance.

Nucleus is a fast-growing business and we have already lent over £2bn to businesses across the UK and we are on a mission to make solution-led finance accessible to more businesses than ever before, offering businesses from £3,000 to £2m to flourish and grow.

• Work towards continual compliance of quality standards for products and processes to ensure improvement and consistency of Quality
• Work closely with internal and external key stakeholders with regards to required support in their activities
• Responsible for all areas of the Quality function and provide support within Operations.

• Lead and develop the Quality Management system, business practices to deliver and exceed customer’s expectations, managing teams and projects across the business To execute, monitor, report, support improvement initiatives within the contact centre :
• Keen eye of observation for numbers and data, proficient in MS Office
• Identifies, proposes and executes new process changes to improve Quality of the skill-set thereby supporting the Business Targets
• Ensures constructive feedback to the agent in the form of analysis and actionable reports (qualitative/quantitative)
• Checks for trends and inputs issues in the People issues log and Business issues Log
• Initiates, drives and implements projects based on people and Process issue logs independently to ensure continuous improvement
• Ensures that all customer experience & compliance related performance issues are addressed in a timely and professional manner
• Conduct Calibration for Team lead population and be a part of self-calibration model to improve accuracy of rating
• Analyses daily, weekly, and monthly reports to current status, and recommends future initiatives and resource planning To communicate with internal stakeholders and clients:
• Acts as a SPOC (single point of contact) between Ops stakeholder and various functional teams for agreed measures of success and skill set goals if any.
• Analyses daily, weekly, and monthly reports to current status, and recommends future initiatives and resource planning through weekly, fortnightly and monthly meetings and calibrations
• Develops strong inter-personal relationships with the Ops team by attending regular calibration session with Team Operations Manager and other stakeholders to highlight and share insights with managers, team, stakeholders and clients:
• Analyses data by conducting diagnosis and provides synopsis to managers, stakeholders, clients and the team goals
• Works closely with non-operational stakeholder to ensure smooth functioning of the teams through set projects and initiatives
• Provides support and guidance to Operations in terms of the agreed standards for the contact centre.
• Provide clear leadership and vision, inspire and motivate staff to achieve excellence and mentor them as they develop new skills
• Monitor and report Key Performance Indicators across all areas of the business to ensure that all projects are delivered on cost and on time to the highest quality standards

1. I) Strategy and Development:

• Manage overall responsibility for Quality activities across the business
• Create and implement best practice quality vision, strategy, policies, processes and procedures to aid and improve business performance
• Ensure that quality strategies and processes are in place to meet business objectives and operational needs, which enables the company to function and compete effectively in the market and in a sustained manner
• Evaluate the challenges faced by the business and take action to mitigate risks and develop opportunities
• Contribute to overall business strategy and annual business plan

1. II) General and Task Management:

• Lead and manage the quality function through the entire sales and after sales journey and analysis to ensure a proactive culture so that the employees mete out the highest standard of delivery
• Drive any necessary culture change and improvement in business performance to deliver strategic goals and increase efficiency levels
• Establish quality and reliability standards by studying industry benchmarks and the requirements

Mandatory:-

• Graduate with 3+ years of Work Experience in the Assistant Manager / Team Leader – Quality role in an I-BPO TeleSales (Cold-calling environment)
• Thorough knowledge and application of 7 QC Tools
• Proficiency in MS-Office (esp. – MS Excel) Preferred:-
• Work Experience in Sales – Cold Calling
• Basic Understanding of Dialler Functionality
• Additional Qualification (Lean 6 sigma certification – GB)
• Basic Knowledge of any CRM functionality (PeopleSoft/Sales Force/Pipedrive/Sage)

Make It Happen
We strive to deliver results with the highest impact and are committed to following through. We continuously optimise through collaboration to achieve the best collective outcomes.

Be Proactive
We seize the initiative and are always looking for continual improvement, for ourselves, our team and the cities we serve. We relish the chance for action even if it leads us outside of our normal scope.

Trust Facts Over Opinions
Our decisions are evidence-based. We assess situations fairly, wherever possible using reason and logic rather than unverified opinions.

Stay Curious
We ask questions, challenge assumptions, learn from mistakes and are ready to leave behind what we thought we knew.