Senior Team Lead-Voice

Job Summary

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

Key Responsibilities

• 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.
• Review analyst evaluations to maintain scoring accuracy, consistency, and adherence to call-handling standards.

 

• Partner with Operations Team Leaders to deliver structured, evidence-based coaching to call center agents.
• Develop and track action plans addressing communication, process knowledge, customer handling, and compliance gaps.
• Measure coaching effectiveness through follow-up audits and share call-handling best practices across teams.

 

• Conduct regular calibration sessions with Quality, Operations, Training, and client stakeholders.
• Ensure consistent interpretation of scorecard parameters, error definitions, and quality standards.
• Document calibration outcomes, track evaluator variance, and implement corrective actions to improve alignment.

 

• Prepare and publish accurate daily, weekly, and monthly quality reports and dashboards.
• Analyze performance by agent, team, call type, error category, customer issue, and tenure group.
• Present key trends, root causes, risks, and actionable recommendations during performance reviews.

 

• Analyze complaints, escalations, repeat calls, and low-satisfaction interactions to identify improvement opportunities.
• Promote empathy, ownership, active listening, clear communication, and effective call resolution.
• Recommend actions to improve customer satisfaction, first-call resolution, and the overall call experience.

 

• Monitor adherence to authentication, data privacy, mandatory disclosures, and documentation requirements.
• Escalate critical errors, suspected fraud, misconduct, data-security incidents, and customer-impacting risks.
• Maintain complete quality and coaching records and support internal, client, and compliance audits.

 

• Conduct root cause analysis to identify recurring call-quality, process, system, and knowledge defects.
• Recommend corrective and preventive actions to improve scripts, workflows, systems, and call-handling procedures.
• Lead or support continuous-improvement initiatives and track agreed actions through closure.

 

• Partner with Training and Operations to identify learning needs from quality-monitoring results.
• Provide quality inputs for new-hire training, nesting, refresher programs, and process-change training.
• Review training materials, call scripts, and knowledge articles to address recurring performance gaps.

 

• Act as the primary point of contact for call-quality performance, risks, and improvement initiatives.
• Present quality results and action plans during internal, client, and business governance meetings.

Collaborate with Operations, Training, Workforce Management, Technology, and leadership to close quality actions

Skill Requirements

• Bachelor's degree in any discipline from a recognized university or institution.
• Certification in Quality Management, Lean, Six Sigma, COPC, or Customer Experience is preferred.
• Relevant call center, audit, or quality assurance certification will be an added advantage.
• • 4 to 7 years of experience in call center, customer service, or business process outsourcing operations.
  • Minimum 2 years of experience as a Quality Analyst, Senior Quality Analyst, Quality Coach, Subject Matter Expert, or similar role.
  Experience in voice-call monitoring, calibration, coaching, reporting, root cause analysis, and client governance; prior team leadership is preferred

Other Requirements