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Responsibilities: Lead and manage the Quality team for International Voice processes. Monitor and evaluate agent performance to ensure adherence to quality standards. Conduct audits, provide feedback, and implement quality improvement initiatives. Develop and maintain quality frameworks, guidelines, and reporting metrics. Collaborate with operations and training teams to address gaps and enhance process efficiency. Prepare regular quality reports and present insights to senior management. Drive process excellence and maintain compliance with client-specific requirements. Experience: Proven experience as Deputy Manager or Assistant Manager in Quality for International Voice processes Qualification: Graduate (Any discipline) .