Customer Service International Voice Manager-BPS

Job Description:Job Responsibilities:

Manages a team of Quality Managers, DM's and AM's across the account geographies
To manage transaction quality performance for a customer service voice and chat process
Participates in design of call & email monitoring formats and quality standards
Defines Quality Framework, CTQs and implementation of Quality Control Plan
To conduct audits as per defined guideline and sampling for transaction monitoring
To ensure 100% closure of feedbacks
To create and publish regular audit reports with management and clients (daily, weekly, monthly)
To identify gaps and plan feedback and refresher sessions with agents to improve Quality of calls & emails
To drive process improvement initiatives and GB/TB projects
To drive calibration sessions with internal or external customers
Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis
Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output
Maintain overview of daily records, MOMs and Action items
Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns

Criteria:(Must have)

Minimum 15 years of relevant work experience in BPO with 2-3 years in current role as Sr. Manager / Manager Quality in a call center or backend environment (Inbound calls, Emails/Chats) preferably within telecom or a customer-focused industry
Strong understanding of quality assurance methodologies, tools, and frameworks.
Familiarity with SLA and KPI management in high-volume customer-facing environments.
Expertise in data analysis, reporting, and deriving actionable insights.

Criteria:(Desired)

Leadership: Ability to inspire and manage large teams while driving quality improvements.
Analytical Thinking: Proficient in analyzing data to identify trends, issues, and improvement opportunities.
Customer-Centricity: Passionate about delivering superior customer experiences.
Communication: Excellent written and verbal communication skills for engaging with clients and stakeholders.
Adaptability: Thrive in a fast-paced, dynamic telecom environment.
Project Management: Skilled in planning, prioritizing, and executing complex projects within deadlines
Certifications in quality management frameworks like Six Sigma, Lean, or COPC are a strong plus.