Quality Lead - International Voice Process

We are seeking a Quality Lead for our International Voice Process team based in Andhra Pradesh. The ideal candidate will be responsible for ensuring the highest quality standards in our voice operations, focusing on customer satisfaction and operational excellence. As a Quality Lead, you will play a crucial role in monitoring and evaluating the performance of our voice agents, providing feedback, and implementing quality improvement initiatives.

Key Responsibilities:

• Develop and implement quality assurance processes and standards for the international voice process.
• Monitor and evaluate call quality, providing constructive feedback to agents to enhance their performance.
• Collaborate with team leaders and management to identify areas for improvement and implement effective solutions.
• Conduct regular training sessions for agents to ensure adherence to quality standards and best practices.
• Analyze quality metrics and prepare reports to present to management, highlighting trends and areas for improvement.
• Stay updated with industry best practices and incorporate them into the quality assurance framework.

Required Skills:

• Proven experience in quality assurance, specifically within an international voice process environment.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Excellent communication and interpersonal skills to effectively interact with team members and management.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Familiarity with quality assurance tools and methodologies.

If you are passionate about quality assurance and have a strong background in voice processes, we encourage you to apply for this exciting opportunity to lead our quality initiatives.