Team Lead - Voice Quality

Job Summary: 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. We are seeking a dedicated individual with a strong background in voice process quality management, requiring a minimum of 5 years of relevant experience. This role does not mandate expertise in the healthcare domain. Key Responsibilities Lead and manage a team of quality analysts specializing in voice processes. Monitor, evaluate, and enhance voice interactions to maintain quality standards. Develop and execute quality assurance strategies, call evaluation frameworks, and feedback mechanisms. Recognize performance gaps, conduct root cause analysis, and suggest improvements. Conduct calibration sessions and training interventions to ensure consistency across teams. Prepare and present detailed quality reports and actionable insights to the leadership team. Stay abreast of the latest quality tools and techniques specific to voice-based customer service. Collaborate with operations and training teams to drive quality enhancements. Required Skills & Qualifications A minimum of 5 years of experience in voice quality assurance, with at least 2 years in a leadership role. Thorough understanding of QA methodologies relevant to voice-based BPO/Contact Center environments. Excellent communication, analytical, and coaching abilities. Proven track record of effectively managing performance metrics and quality audits. Proficiency in utilizing quality monitoring tools and CRM systems. Ability to thrive in a dynamic, fast-paced environment. 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 Key Skills - Team Handling - Voice Process Other Information Job Code: GO/JC/138/2025 Recruiter Name: Brindha Kamaraj,