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

Call monitoring, quality scorecards, inbound and outbound operations, critical-error identification, and audit governance.

Team management, performance coaching, work allocation, accountability, conflict resolution, and talent development.

Quality trend analysis, root cause analysis, dashboards, Microsoft Excel, PowerPoint, and preferably Power BI.

Active listening, empathy, ownership, complaint analysis, first-call resolution, and customer satisfaction improvement.

Customer authentication, data privacy, mandatory disclosures, information security, documentation, and audit readiness.

Clear verbal and written communication, constructive feedback, presentation, facilitation, and stakeholder management.

Pareto analysis, Five Whys, fishbone analysis, corrective and preventive actions, and change implementation.

CRM, call-recording, quality-management, ticketing, knowledge-base, and speech-analytics tools.

Attention to detail, objectivity, integrity, resilience, collaboration, problem solving, and prioritization.