AM/TL - Voice Quality

Role Overview: You will be responsible for leading and managing a team of quality analysts focused on voice processes. Your main goal will be to ensure top-notch voice interactions within the customer service team by monitoring, evaluating, and improving quality standards. Additionally, you will develop and implement quality assurance strategies, conduct root cause analysis, and prepare detailed quality reports for the leadership team. Key Responsibilities: - Lead and manage a team of quality analysts specializing in voice processes. - Monitor, evaluate, and enhance voice interactions to meet quality standards. - Develop and execute quality assurance strategies, call evaluation frameworks, and feedback mechanisms. - Identify performance gaps and recommend improvements through root cause analysis. - Conduct calibration sessions and training interventions to ensure consistency across teams. - Prepare and present comprehensive quality reports and actionable insights to the leadership. - Stay updated on the latest quality tools and techniques specific to voice-based customer service. - Collaborate with operations and training teams to drive quality improvements. Qualification Required: - Minimum 5 years of experience in voice quality assurance, with at least 1-2 years in a leadership role. - Strong understanding of QA methodologies in voice-based BPO/Contact Center environments. - Excellent communication, analytical, and coaching skills. - Proven ability to effectively manage performance metrics and quality audits. - Experience in utilizing quality monitoring tools and CRM systems. - Ability to thrive in a fast-paced, dynamic environment.,