Customer Service International Voice Manager-BPS

Job Responsibilities:

• Manages a team of Quality Managers, DMs and AMs across the account geographies
• To manage transaction quality performance for a customer service voice and chat process
• Participates in design of call & email monitoring formats and quality standards
• Defines Quality Framework, CTQs and implementation of Quality Control Plan
• To conduct audits as per defined guideline and sampling for transaction monitoring
• To ensure 100% closure of feedbacks
• To create and publish regular audit reports with management and clients (daily, weekly, monthly)
• To identify gaps and plan feedback and refresher sessions with agents to improve Quality of calls & emails
• To drive process improvement initiatives and GB/TB projects
• To drive calibration sessions with internal or external customers
• Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis
• Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output
• Maintain overview of daily records, MOMs and Action items
• Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns

• Able to use automated information systems and analyze
• Maintain overview of daily records, MOMs and Action items

Criteria:

(Must have)

• Minimum 15 years of relevant work experience in BPO with 2-3 years in current role as Sr. Manager / Manager Quality in a call center or backend environment (Inbound calls, Emails/Chats) preferably within telecom or a customer-focused industry
• Strong understanding of quality assurance methodologies, tools, and frameworks.
• Familiarity with SLA and KPI management in high-volume customer-facing environments.
• Expertise in data analysis, reporting, and deriving actionable insights.

Criteria:

(Desired)

• Leadership: Ability to inspire and manage large teams while driving quality improvements.
• Analytical Thinking: Proficient in analyzing data to identify trends, issues, and improvement opportunities.
• Customer-Centricity: Passionate about delivering superior customer experiences.
• Communication: Excellent written and verbal communication skills for engaging with clients and stakeholders.
• Adaptability: Thrive in a fast-paced, dynamic telecom environment.
• Project Management: Skilled in planning, prioritizing, and executing complex projects within deadlines
• Certifications in quality management frameworks like Six Sigma, Lean, or COPC are a strong plus.