Team Lead
4 days ago
Job Description
We are looking for a proactive and experienced Team Lead to oversee the quality management of our International Voice Process. The ideal candidate will ensure high-quality customer interactions, adherence to process standards, and continuous improvement in service delivery. You will lead a team of quality analysts and collaborate closely with operations to drive performance and customer satisfaction.
Role & responsibilities
- Lead, mentor, and manage a team of Quality Analysts focused on international voice processes.
- Monitor and evaluate calls for adherence to quality standards, compliance, and process guidelines.
- Develop and implement quality assurance policies, procedures, and metrics aligned with business objectives.
- Provide regular feedback, coaching, and training to team members and call center agents to improve performance.
- Analyze quality data and trends to identify areas of improvement and implement corrective action plans.
- Collaborate with operations, training, and workforce teams to ensure alignment and process optimization.
- Conduct audits and prepare detailed reports on quality assessments and process compliance.
- Drive initiatives to enhance customer experience and meet SLAs/KPIs related to quality.
- Handle escalations related to quality issues and work towards resolution.
- Stay updated on industry best practices and compliance requirements relevant to international voice services.
Preferred candidate profile
Minimum 4 years of experience in quality management or quality assurance in voice processes (preferably international voice/BPO).
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