AM/TL - Voice Quality - Bangalore - GO/JC/860/2025

4 days ago

Hyderabad, Telangana, India Golden Opportunities Full time ₹ 8,00,000 - ₹ 10,00,000 per year

Job Description
Job Summary:
We are looking for a dedicated and experienced
AM
/
Team Leader � Voice Quality
to oversee and ensure the delivery of top-notch voice interactions within our customer service team. The ideal candidate will have a strong background in voice process quality management, with at least 5 years of relevant experience. This role does
not
require healthcare domain expertise.

Key Responsibilities

  • Lead and manage a team of quality analysts focused exclusively on voice processes.
  • Monitor, evaluate, and improve voice interactions to ensure adherence to quality standards.
  • Develop and implement quality assurance strategies, call evaluation frameworks, and feedback mechanisms.
  • Identify performance gaps and conduct root cause analysis to recommend improvements.
  • Conduct calibration sessions and training interventions to maintain consistency across teams.
  • Prepare and present detailed quality reports and actionable insights to leadership.
  • Stay updated with the latest quality tools and techniques specific to voice-based customer service.
  • Work collaboratively with operations and training teams to drive quality improvements.

Required Skills & Qualifications

  • Minimum 5 years of experience in voice quality assurance, including at least 1�2 years in a leadership role.
  • Strong understanding of QA methodologies specific to voice-based BPO/Contact Center environments.
  • Excellent communication, analytical, and coaching skills.
  • Proven ability to manage performance metrics and quality audits effectively.
  • Experience in using quality monitoring tools and CRM systems.
  • Ability to thrive in a fast-paced, dynamic environment.

Skills Required
RoleAM/TL - Voice Quality - Bangalore

Industry TypeITES/BPO/KPO

Functional AreaITES/BPO/Customer Service

Required Education Bachelor Degree

Employment TypeFull Time, Permanent

Key Skills

  • QUALITY
  • QUALITY ASSURANCE
  • QUALITY ANALYST
  • QUALITY ANALYST - CONTACT CENTER OPERATIONS
  • QUALITY SPECIALIST
  • TEAM HANDLING

Other Information

Job CodeGO/JC/860/2025

Recruiter NameBrindha Kamaraj

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