Chennai, Tamil Nadu
Job Summary
The Manager - Quality and Voice & Accent (V&A) is responsible for the end-to-end governance of call center quality assurance and communication capability. The role leads Quality and V&A teams, establishes evaluation and language standards, strengthens agent and leadership performance, and drives measurable improvements in customer experience, compliance, resolution quality, communication effectiveness, and operational outcomes across inbound and outbound voice processes.
Key Responsibilities
. Quality and V&A Team Leadership Lead Quality Team Leads, Quality Analysts, V&A Trainers, Coaches, and communication specialists against defined goals and service commitments. Establish team structure, capacity plans, performance goals, succession plans, and development pathways for Quality and V&A functions. Build a culture of objectivity, customer focus, coaching excellence, accountability, and continuous improvement. 2. Quality Governance and Call Evaluation Own the call-quality framework, scorecards, sampling plans, audit standards, defect definitions, and evaluation governance for inbound and outbound processes. Ensure timely, accurate, and risk-based monitoring of customer calls, including critical, compliance, sales, service, complaint, and escalation interactions. Conduct governance reviews and evaluator audits to maintain scoring accuracy, consistency, and adherence to client and business requirements. 3. Voice & Accent and Communication Excellence Define standards for pronunciation, grammar, fluency, clarity, pace, tone, listening, probing, empathy, call control, and cultural sensitivity. Oversee communication assessments, diagnostic reviews, new-hire language screening, nesting support, refresher training, and remedial coaching. Measure V&A intervention effectiveness through pre- and post-assessments, call observations, quality results, and customer-experience outcomes. 4. Coaching and Performance Improvement Create an integrated coaching framework linking quality findings, V&A gaps, customer feedback, operational metrics, and individual development needs. Partner with Operations leaders to implement targeted action plans for agents, Team Leaders, and low-performing teams. Track coaching completion, behaviour change, skill improvement, and sustained performance through follow-up audits and governance. 5. Calibration and Standardization Lead internal, client, cross-site, and leadership calibrations covering quality scoring, compliance interpretation, and communication standards. Maintain consistent definitions, certification requirements, assessment rubrics, and version-controlled guidelines across Quality and V&A teams. Monitor calibration variance and assessor reliability and implement corrective actions where alignment falls below target. 6. Analytics, Reporting, and Business Insights Publish consolidated Quality and V&A dashboards covering scores, critical errors, communication gaps, calibration, coaching, complaints, and improvement trends. Analyze performance by agent, team, call type, customer issue, tenure, location, defect category, and communication competency. Present root causes, risks, business impact, and prioritized recommendations during operational and client governance reviews. 7. Customer Experience and Compliance Correlate quality and communication results with customer satisfaction, first-call resolution, repeat contacts, complaints, transfers, and escalations. Ensure adherence to authentication, privacy, mandatory disclosures, information security, script requirements, and documentation standards. Own escalation of critical defects, misconduct, fraud, customer harm, data-security incidents, and significant communication risks. 8. Training, Certification, and Knowledge Management Partner with Training and Operations to embed quality and communication standards into new-hire, nesting, refresher, and leadership programs. Own certification and recertification standards for Quality Analysts, V&A assessors, coaches, and relevant operational roles. Review scripts, call flows, training materials, knowledge articles, pronunciation guides, and customer-facing language for effectiveness and accuracy. 9. Continuous Improvement and Transformation Lead root cause analysis and corrective and preventive action plans for recurring quality, process, system, knowledge, and communication defects. Drive improvement projects using Lean, Six Sigma, speech analytics, automated quality monitoring, and digital coaching
Skill Requirements
Educational Qualification
Bachelor's degree in any discipline from a recognized university or institution; a postgraduate qualification in Management, Operations, HR, English, Linguistics, Communication, or a related field is preferred.
Certification in Quality Management, Lean, Six Sigma, COPC, Customer Experience, Train-the-Trainer, or communication assessment is preferred.
Relevant certification in phonetics, language training, instructional design, coaching, or call center quality will be an added advantage.
Work Experience
8 to 12 years of experience in call center, customer service, or business process outsourcing operations, with substantial exposure to voice processes.
Minimum 3 to 5 years of people-management experience leading Quality, Voice & Accent, Communication Training, or combined performance-improvement teams.
Demonstrated experience in client governance, quality frameworks, V&A diagnostics, coaching programs, analytics, compliance, audits, and cross-functional improvement initiatives.
Other Requirements
Quality strategy, scorecard design, sampling, audit governance, critical-error management, calibration, and performance improvement.
Pronunciation, phonetics, grammar, fluency, intelligibility, tone, pace, listening, probing, empathy, call control, and cultural sensitivity.
Leading managers, team leads, analysts, trainers, and coaches; goal setting, performance reviews, succession, and capability building.
Advanced Excel, PowerPoint, dashboards, root cause analysis, trend interpretation, business storytelling, and preferably Power BI.
Customer journey awareness, complaint analysis, CSAT, first-call resolution, repeat-call reduction, ownership, and resolution quality.
Authentication, privacy, disclosures, information security, documentation, audit readiness, incident escalation, and control governance.
Needs analysis, curriculum inputs, facilitation standards, certification, coaching models, assessment design, and intervention measurement.
Pareto, Five Whys, fishbone, CAPA, Lean/Six Sigma, speech analytics, automated quality, digital coaching, and benefits tracking.
Executive communication, client governance, influencing, negotiation, presentation, cross-functional collaboration, and action closure.
Strategic thinking, objectivity, integrity, customer focus, resilience, decisiveness, innovation, attention to detail, and accountability.
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