Minimum 5 years in International Inbound Voice Process
Responsibilities:
Lead and manage the Quality Assurance (QA) team for the international inbound voice process.
Monitor call quality, evaluate performance, and ensure adherence to client and process standards.
Provide coaching, feedback, and performance improvement plans for agents.
Conduct regular audits, root-cause analysis, and identify trends affecting quality.
Develop and implement quality improvement strategies to enhance customer experience.
Required Skills & Qualifications:
Minimum of
5 years' experience
in an
International Inbound Voice Process
.
Must be currently designated as a
Team Lead (Quality)
.
Strong knowledge of quality frameworks (e.g., COPC, Six Sigma basics - preferred).
Excellent communication, coaching, and analytical skills.
Interested candidates can send the Resume: Harshini@aegan-global.com
Or Whatsapp:9042296456
Job Type: Full-time
Work Location: In person
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