Quality Analyst/International Voice Support- BPO Background | SME & Team Manager | 3 Years - 14 Years | Chennai & Coimbatore | Night shift | Immediate - 30 Days | Interview Mode - F2F / Virtual

We are hiring for TOP MNC for Quality Analyst/International Voice Customer Support-BPO Background (International Support)

Interview Mode- Face to Face / Virtual

Location - Chennai & Coimbatore.

Shift- 24/7 & US Night Shift (Flexible to work in shifts)

Please Note- Need to be flexible work from office all 5 Days.

Experience of experience and salary:

3 Years- 6 Years, SME - Quality Analyst | 4LPA - 6.50LPA

9+ Years Team Manager - Quality Analyst | 10LPA- 12LPA (Must have 1+ years of experience in team handling on paper)

Notice Period - Immediate - 15 Days max.

Qualification- Graduate and postgraduate (Regular Based)

Skills Required

1- 3 years - 15 years of experience in Quality Analyst with people management experience.

2- Excellent communication skills.

3- Must have strong people management skills.

Skills Required for SME Level- QA

3 years of experience in BPO and Quality Assurance within customer support; previous leadership or mentoring experience preferred. Strong analytical and investigative mindset; ability to interpret data and identify root causes. Excellent communication skills; able to represent the QA function in internal and client-facing discussions. Ability to evaluate nuanced communication and scenario-based case handling. Experience preparing reports, documentation, and business review materials. Strong organizational skills for capacity planning, documentation management, and team coordination. Proactive, improvement-oriented, and comfortable driving change. Ability to collaborate with cross-functional teams and influence stakeholders. Flexibility to adapt quickly to new processes, tools, and evolving business needs.

Key Responsibilities

Lead, mentor, and support a team of Quality Analysts; ensure consistent evaluation standards and high performance. Oversee quality monitoring across channels and ensure alignment with client communication style and expectations. Prepare, maintain, and store quality documentation, scorecards, guidelines, and calibration materials. Analyze QA results, team performance, and trends; identify gaps and improvement opportunities. Conduct capacity planning, workload distribution, and prioritization for the QA team. Drive team motivation through engagement activities, feedback loops, and development plans. Prepare and deliver quality reports for internal leadership and external business reviews. Lead internal QA calls, organize and run calibration sessions, and ensure scoring consistency. Communicate with the client on quality topics, insights, risks, and improvement actions. Build, track, and report on action plans related to quality, efficiency, and customer satisfaction. Support deep dives into CSAT/DSAT, root-cause analysis, and process improvement initiatives. Ensure QA insights translate into actionable recommendations for operations, training, and product teams. Demonstrate flexibility and adaptability to rapidly changing processes, priorities, and client expectations.

Skills Required for Team Manager Level.

Role Overview

The Quality Team Manager leads Quality Analysts and QA Team Leaders, owning quality strategy, governance, reporting, audit readiness, and continuous improvement. This is a senior, client-facing leadership role.

Key Responsibilities

Lead, coach, and develop QA Team Leaders and Quality Analysts; ensure strong performance and professional growth. Define and execute Quality strategies aligned with business goals and client expectations. Create, maintain, and update Quality SOPs, documentation, scorecards, and audit ready materials. Oversee high level reporting, insights, and dashboards for internal leadership and client business reviews. Manage team performance evaluation, calibration consistency, and quality governance. Conduct capacity planning, resource allocation, and workload management for the QA organization. Lead internal management calls, quality discussions, and cross functional alignment meetings. Participate in and present during regular business reviews with the client; communicate risks, trends, and improvement plans. Ensure proper document storage, organization, and audit compliance. Support hiring, onboarding, and training of QA staff. Drive root cause analysis, CSAT/DSAT deep dives, and process improvement initiatives. Collaborate with Operations, Training, and Client stakeholders to implement quality improvements and business strategies. Ensure the QA team adapts quickly to changes in processes, tools, and client requirements.

Interested candidates please share resume on below details

Share CV on: asha.g@inspirationmanpower.co.in / Amzad@inspirationmanpower.co.in

Call to: Asha G - 7624836555

Call to: Amzad Ali - 9900024952