Testing lead

The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.

Oversee and support process by reviewing daily transactions on performance parameters

Review performance dashboard and the scores for the team

Support the team in improving performance parameters by providing technical support and process guidance

Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions

Ensure standard processes and procedures are followed to resolve all client queries

Resolve client queries as per the SLA’s defined in the contract

Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting

Document and analyze call logs to spot most occurring trends to prevent future problems

Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

Ensure all product information and disclosures are given to clients before and after the call/email requests

Avoids legal challenges by monitoring compliance with service agreements

Handle technical escalations through effective diagnosis and troubleshooting of client queries