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Team Lead
2 weeks ago
Job Summary:
- We are looking for a dedicated and experienced 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 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
Contact Person- Brindha Kamaraj
