Process Lead - Operations

In simple terms, we are building a platform, VIVA, that allows businesses to design conversational agents that can speak to their customers and resolve their queries.

We are doing this in 15+ Indian and global languages. At times, without the end-users noticing if they are talking to a machine.

Yes, you read that right. Visit our website to hear more success stories.

As a Process Lead - Operations you will be leading a team of 8 to 12 Data Annotators. You will be required to own the end to end data and testing requirements of the projects you will be working for. This will involve getting in depth knowledge about the internal processes and the scope of the client requirements. Managing the bandwidth of your team effectively to meet tight deadlines while still maintaining quality will be at the core of this role. Having good communication skills to be able to effectively work with different stakeholders will be a critical asset to succeed in this role.

This role will help you get a good understanding about the process of building, testing and deploying a bot, and domain knowledge about the industry of the clients that you will be working with. You can aim for quick vertical growth with handling larger teams or multiple teams as you gain experience with us.

Roles and Responsibilities -

Overseeing the manual testing process of voice bots and reporting the errors.

Managing a team of 8 to 12 annotators, regularly checking the quality of their work and improving their performance.

Making sure that all the processes are being followed and suggesting improvements.

Training and onboarding new team members.

Troubleshooting and escalating issues to relevant stakeholders.

Skills -

Team Management

Project Management

Daily Operations

Fluent in English and Hindi

Excel (Advanced Preferred)

Experience -

Atleast 2 years in a team lead position in a call center/BPO.

Experience in Voice bot testing is preferable.

Qualification - Any Graduation

Any Graduation