Job Description International Voice Process
n Role 1 - Team Lead
n Role 2 - Quality Analyst
n Experience: 4–8 Years
n Location - Mohali
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n Key Responsibilities:
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- Lead and manage a team of voice process agents.n
- Drive team performance against SLAs, KPIs, quality, and customer satisfaction metrics.n
- Handle escalations, coaching, and performance management.n
- Coordinate with QA, Training, and Workforce teams.n
- Manage shift operations, attendance, and reporting.n
- Identify process improvement opportunities and implement solutions.n
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n Requirements:
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- 4+ years of experience in International Voice Process.n
- 1–2 years of team handling experience.n
- Excellent communication and leadership skills.n
- Experience with CRM tools and performance reporting.n
- US customer handling experience preferred.n
- Willingness to work in night/rotational shifts.n
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📌 US Voice Operations TL || QA (Nagar)
🏢 Impetus Career Consultants
📍 Nagar
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