Job description

Job Summary:

We are looking for a dedicated and experienced AM/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

Key Skills

• QUALITY
• QUALITY ASSURANCE
• QUALITY ANALYST
• QUALITY ANALYST - CONTACT CENTER OPERATIONS
• QUALITY SPECIALIST
• TEAM HANDLING

Other Information