Opening For Team Lead - Quality (International Voice Process)

Roles and Responsibilities

• Conduct quality audits to identify areas of improvement in processes and operations.
  
• Analyze data from various sources, including call recordings, emails, chats, and surveys to measure performance against quality standards.
  
• Develop and implement effective solutions to resolve issues identified during audits.
  
• Collaborate with team members to improve process efficiency and customer satisfaction.
  
• Provide guidance on quality control procedures to ensure compliance with industry regulations.
  

Desired Candidate Profile

• 7-10 years of experience in a similar role within an international BPO or call center environment.

• Min 5-6 Years experience in Quality Analysis.
  
• Strong understanding of travel domain knowledge required; previous experience working in this area preferred.
  
• Excellent communication skills for effective collaboration with cross-functional teams.
  
• Ability to analyze complex data sets using tools such as spreadsheets or specialized software.