CONTACT CENTER QUALITY ASSURANCE TEAM HEAD

The Service Quality Team Head champions and operationalizes the Contact Center of the Future’s end‑to‑end service quality strategy across customer interactions and case/transaction handling. As the gatekeeper of experience quality (voice, non-voice & digital interactions) and process accuracy/compliance (cases/maintenance/ transactions), the Team Head leads and develops Quality Officers to ensure consistently high standards across all channels and processes. The role proactively drives quality by leveraging AI, analytics, automation, and RPA, aligning all initiatives with the Contact Center’s mission and goals.

The Team Head maintains robust quality assurance and control frameworks, drives continuous improvement, and turns real‑time data insights into measurable results in customer experience, operational efficiency, risk management, and compliance. The Team Head is accountable for team performance an...