Team Lead - Voice Quality - GO%2FJC%2F138%2F2025

Job Description

Job Description Job Summary: We are looking for a dedicated and experienced Team Leader – Voice Quality to oversee and ensure the delivery of top-notch voice interactions within our customer service team. The ideal candidate will have a strong background in voice process quality management, with at least 5 years of relevant experience. This role does not require healthcare domain expertise. 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. Skills Required RoleTeam Lead - Voice Quality Industry TypeITES/BPO/KPO Functional AreaITES/BPO/Customer Service Required Education Bachelor Degree Employment TypeFull Time, Permanent Key Skills TEAM HANDELING VOICE PROCESS Other Information Job CodeGO/JC/138/2025 Recruiter NameBrindha Kamaraj Show more Show less