International Voice Process
Role 1 - Team Lead
Role 2 - Quality Analyst
Experience: 4–8 Years
Location - Mohali
Key Responsibilities:
- Lead and manage a team of voice process agents.
- Drive team performance against SLAs, KPIs, quality, and customer satisfaction metrics.
- Handle escalations, coaching, and performance management.
- Coordinate with QA, Training, and Workforce teams.
- Manage shift operations, attendance, and reporting.
- Identify process improvement opportunities and implement solutions.
Requirements:
- 4+ years of experience in International Voice Process.
- 1–2 years of team handling experience.
- Excellent communication and leadership skills.
- Experience with CRM tools and performance reporting.
- US customer handling experience preferred.
- Willingness to work in night/rotational shifts.
