Senior Team Lead-Voice

About the role

The Quality Team Lead manages the quality assurance function for a voice-based call center process. The role leads Quality Analysts, governs inbound and outbound call evaluations, strengthens agent performance, and drives improvements in customer experience, compliance, and operational effectiveness through data-led coaching and stakeholder collaboration

What you'll do

• Lead, coach, and develop Quality Analysts to achieve defined productivity, accuracy, and performance targets
• Allocate call-monitoring activities and ensure adequate quality coverage across teams, call types, and shifts
• Conduct performance reviews, one-to-one discussions, and development planning for the Quality team
• Oversee inbound and outbound call evaluations using approved quality scorecards and monitoring guidelines
• Ensure timely completion of audits and accurate identification of critical, compliance, and customer-impacting errors

What you need

• 4–7 yrs of experience
• CRM
• Customer service
• Root cause analysis
• Data privacy
• Communication
• Customer handling
• Any graduate

Good to have

• Six Sigma
• Power BI
• PowerPoint