US Voice Operations TL || QA

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