Senior Process Manager-Voice

About the role

The Manager - Quality and Voice & Accent (V&A) is responsible for the end-to-end governance of call center quality assurance and communication capability.

What you'll do

• Quality and V&A Team Leadership Lead Quality Team Leads, Quality Analysts, V&A Trainers, Coaches
• Establish team structure, capacity plans, performance goals, succession plans, and development pathways for Quality and V&A functions
• Build a culture of objectivity, customer focus, coaching excellence, accountability, and continuous improvement. 2
• Quality Governance and Call Evaluation Own the call-quality framework, scorecards, sampling plans, audit standards, defect definitions
• Ensure timely, accurate, and risk-based monitoring of customer calls, including critical, compliance, sales, service, complaint, and escalation interactions

What you need

• 8–12 yrs of experience
• Six Sigma
• Root cause analysis
• Documentation
• Customer service
• Team management
• Reporting
• MBA

Good to have

• Excel
• Curriculum development
• Power BI
• PowerPoint