Quality Team Lead International Voice Bangalore

Job Title: Quality Team Lead International Voice – Bangalore

• Exp: 5+ Yrs Exp

• CTC: 6.5 LPA

• NP: 0 – 30 Days

• Location: Electronic City, Bangalore

• Job Code: GO/JC/138/2025

Key Words:

“Quality Assurance”, “Quality Analysis”, “Call Audit”, “Call calibration”, “Voice Audit”, CSAT, FCR, AHT, “QA scores”, “Calibration”, “7QC tool”,

Job Summary:

Team Leader – Voice Quality

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.