Job Description
Job Title: Operations Lead
Location: Bangalore
Job Type: Full-time
Experience Required: Minimum 5 years in Call Center Operations with Team Management Experience, Data Tagging, and Data Generation
About Us
We are a cutting-edge AI voice bot company committed to transforming customer engagement through conversational AI. Our solutions are deployed across banking, insurance, fintech, and other sectors, enabling scalable, intelligent customer interactions. As we grow, we are looking to onboard passionate operational professionals to help fine-tune, test, and optimise our Voice AI solutions.
Job Summary
We are seeking an Operations Lead with a minimum of 5 years of experience in call center operations, with hands-on exposure into managing a 10-20 people team. The ideal candidate will be responsible for reviewing call center workflows, analysing bot-customer interactions, and generating high-quality data to enhance the performance of our AI voice bots.
Key Responsibilities:
Call Analysis: Review bot-customer and agent-customer interactions to identify gaps, errors, and areas for improvement.
Data Tagging Annotation: Tag audio and text data from call center logs for training machine learning and NLP models.
Data Generation: Create realistic, domain-specific conversational datasets based on call center scripts and real interactions.
Voice Bot Testing: Conduct thorough testing of bot workflows against standard call center use cases and escalation flows.
Collaborate with product, engineering, and analytics teams to align bot behavior with real-world call center scenarios.
Document test cases, bugs, and enhancement suggestions based on insights from live call audits and UAT.
Support QA checks and audits during deployment and post-launch phases.
Must-Have Qualifications:
Minimum 5 years of experience in call center operations, including team handling.
Strong analytical and problem-solving skills.
Preferably worked with or created training datasets through tagging or annotation.
Familiarity with voice bot testing workflows or User Acceptance Testing (UAT).
Excellent verbal and written communication skills.
Preferred Qualifications:
Exposure to AI/NLP tools or conversational AI platforms.
Understanding of customer service workflows within the banking or insurance domain.
Proficiency with tools like Excel, Google Sheets, Jira, or test case management platforms.
What We Offer:
Opportunity to work on cutting-edge AI products
Collaborative and fast-paced work culture
Career growth and skill-building in conversational AI
Health benefits
Job Classification
Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations
Role Category: Operations Support
Role: Operations Support - Other
Employement Type: Full time
Contact Details:
Company: Skit.ai
Location(s): Bengaluru
Keyskills:
Product engineering
Team management
Analytical
Machine learning
Customer service
Test cases
Customer engagement
Operations
User acceptance testing
Analytics
