Job Title: Team Lead Quality Analyst (US Voice Process)
Location: Hinjewadi, Pune
Experience Required: 7+ Years
Notice Period: Immediate Joiners Preferred
Shift Timing: US Shift (Night Shift)
Job Summary:
We are seeking an experienced and detail-oriented
Team Lead Quality Analyst to oversee and ensure the quality standards of our US Voice Process operations. The ideal candidate will have over 7 years of experience in quality analysis within voice-based BPO processes, with proven team management capabilities and expertise in US process quality standards.
Key Responsibilities:
- Lead and mentor a team of Quality Analysts to monitor and improve call quality for the US voice process.
- Drive process improvements through analysis of quality trends and root cause identification.
- Conduct regular audits, call calibrations, and feedback sessions with agents and team leads.
- Collaborate with operations, training, and compliance teams to ensure quality parameters are met consistently.
- Create and maintain reports related to quality metrics, agent performance, and process gaps.
- Ensure adherence to client SLAs and internal quality benchmarks.
- Handle escalations and ensure prompt resolution with appropriate corrective actions.
Key Requirements:
- Minimum 7 years of relevant experience in quality analysis for US voice processes, including at least 3 years in a team lead or supervisory role.
- Strong understanding of quality frameworks (such as COPC, Six Sigma basics) and QA tools.
- Excellent communication skills and ability to deliver effective feedback.
- Hands-on experience with quality monitoring software and CRM/ticketing tools.
- Strong analytical mindset with attention to detail.
- Flexibility to work in US shifts (Night shift).
- Immediate availability is a strong advantage.
Preferred Qualifications:
- Bachelor's degree or equivalent.
- Quality certifications (e.g., Six Sigma, COPC, etc.) will be an added advantage.
