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Job Title: Team Lead – Quality Analyst (US Voice Process) Location: Hinjewadi, Pune Experience Required: 7+ Years Notice Period: Immediate Joiners Preferred Shift Timing: US Shift (Night Shift) Job Summary We are seeking an experienced and detail-oriented Team Lead – Quality Analyst to oversee and ensure the quality standards of our US Voice Process operations. The ideal candidate will have over 7 years of experience in quality analysis within voice-based BPO processes, with proven team management capabilities and expertise in US process quality standards. Key Responsibilities Lead and mentor a team of Quality Analysts to monitor and improve call quality for the US voice process. Drive process improvements through analysis of quality trends and root cause identification. Conduct regular audits, call calibrations, and feedback sessions with agents and team leads. Collaborate with operations, training, and compliance teams to ensure quality parameters are met consistently. Create and maintain reports related to quality metrics, agent performance, and process gaps. Ensure adherence to client SLAs and internal quality benchmarks. Handle escalations and ensure prompt resolution with appropriate corrective actions. Key Requirements Minimum 7 years of relevant experience in quality analysis for US voice processes, including at least 3 years in a team lead or supervisory role. Strong understanding of quality frameworks (such as COPC, Six Sigma basics) and QA tools. Excellent communication skills and ability to deliver effective feedback. Hands-on experience with quality monitoring software and CRM/ticketing tools. Strong analytical mindset with attention to detail. Flexibility to work in US shifts (Night shift). Immediate availability is a strong advantage. Preferred Qualifications Bachelor’s degree or equivalent. Quality certifications (e.g., Six Sigma, COPC, etc.) will be an added advantage. Skills: analytical skills,problem-solving capabilities,strong communication skills,organizational skills,feedback management,call monitoring,goal-setting practices,support metrics,quality frameworks,quality frameworks (copc, six sigma),problem solving,process improvement,quality analysis,customer service,training and development,training needs analysis,interpersonal skills,call center operations,communication skills,reporting,quality monitoring software,problem-solving,constructive feedback,crm tools,performance improvement,strong communication,kpi management,team management,report generation,feedback mechanism,crm/ticketing tools,quality assurance,performance measurement,people skills,evaluations,data visualization,training & development,call quality monitoring,us voice process Show more Show less
