Team Lead - Voice Quality - GO/JC/138/2025

Job Description: As a Team Leader - Voice Quality, you will be responsible for overseeing and ensuring the delivery of high-quality voice interactions within our customer service team. You should have a solid background in voice process quality management, with a minimum of 5 years of relevant experience. Your role will involve leading a team of quality analysts dedicated to voice processes, monitoring and enhancing voice interactions to meet quality standards, and developing and executing quality assurance strategies and feedback mechanisms. Healthcare domain expertise is not required for this position. Key Responsibilities: - Lead and manage a team of quality analysts focusing on voice processes. - Monitor, evaluate, and enhance voice interactions to ensure compliance with quality standards. - Develop and implement quality assurance strategies, call evaluation frameworks, and feedback mechanisms. - Identify performance gaps, conduct root cause analysis, and recommend improvements. - Conduct calibration sessions and training interventions to ensure consistency across teams. - Prepare and present detailed quality reports and actionable insights to the leadership. - Stay abreast of the latest quality tools and techniques specific to voice-based customer service. - Collaborate with operations and training teams to drive quality improvements. Required Skills & Qualifications: - Minimum 5 years of experience in voice quality assurance, with at least 2 years in a leadership role. - Strong understanding of QA methodologies in voice-based BPO/Contact Center environments. - Excellent communication, analytical, and coaching skills. - Proven ability to manage performance metrics and quality audits effectively. - Experience in utilizing quality monitoring tools and CRM systems. - Ability to excel in a fast-paced, dynamic environment. Skills Required: - Team Handling - Voice Process Other Details: - Role: Team Lead - Voice Quality - Industry Type: ITES/BPO/KPO - Functional Area: ITES/BPO/Customer Service - Required Education: Bachelor's Degree - Employment Type: Full Time, Permanent Job Code: GO/JC/138/2025 Recruiter Name: Brindha Kamaraj,