Quality Lead : International Voice

Job Description

Outpace Consulting Services is seeking a Quality Lead with expertise in International Voice processes, specifically within the ANZ Utilities industry , for a leading ITES company. This pivotal role involves maintaining and enhancing the accuracy and efficiency of customer interactions by conducting thorough quality checks on calls, identifying process gaps, and implementing corrective actions. You'll provide essential coaching and training to the team, ensure compliance with service standards, and drive continuous improvement to optimize overall performance and client satisfaction. Key Responsibilities: Quality Assurance & Monitoring: Conduct comprehensive quality checks by listening to live or recorded calls, ensuring compliance with internal policies, customer satisfaction metrics, and regulatory standards. Evaluate calls based on tone, professionalism, resolution effectiveness, and communication clarity. Feedback & Coaching: Complete the feedback loop for all team members, ensuring verbal feedback is delivered and actioned to drive continuous improvement. Take huddles/briefs for the team and work to bridge knowledge gaps. Reporting & Analysis: Prepare and share daily/weekly reports with detailed analysis and results. Identify trends and factors important to clients, recommending process improvements. Compliance & Calibration: Ensure quality checks adhere to the quality plan. Conduct cross-calibration with clients to identify and resolve process gaps. Issue & Customer Experience Management: Handle customer complaints, ensure customer-based quality parameters are measured and tracked, and manage ownership of issues to enhance overall customer experience. Process Improvement: Apply Lean & Six Sigma practices to resolve ongoing issues and ensure the privacy of customer-related information/assets. Required Qualifications: Experience:8+ years of overall experience in a service industry setting. Minimum 4 years of mandatory experience working as a Quality Auditor. 1+ year of prior experience in Customer Service & Operations Management within the ANZ Utilities Industry . Proven experience in managing ownership of issues and overall customer experience. Skills: Strong Communication & Analytical Skills. Attention to Detail, Empathy, and strong Relationship Building skills. A quick learner with a global overview of company operations. Ability to multitask effectively. Education: Any Graduate. To Apply: WhatsApp Hi to +91 9151555419 . Then, click Start to apply, fill in your details, select Other for location, and use Job Code #300 for Kolkata.