Quality Managers ensures all services meet quality standards as per clients business requirements. Primary responsibilities include understanding customer expectations and needs, aligning to Teleperformance Quality standards and managing quality control process. Job delivery requirements as below
Support management focus on review of key drivers, metrics and operational processes that drive Qualitative KPI results
Demonstrate commitment to program internal customer satisfaction.
Develop audit planning and Quality strategy to ensure maximum improvement in quality performance
Using smart logic in sampling for transactional audits
Plan for Automation project in tandem with operations
Designing and reviewing Quality and CX dashboards
Delivering Quality and CX Process improvement
Managing client Quality governance i.e. preparing Quality updates for Weekly/Monthly and Quarterly reviews
Conduct Quality Baseline Enterprise Standard for Teleperformance review/audits on time and ensure alignment to the requirements on ongoing basis
Manage Quality Team leaders through effective engagement and upskilling programs
Domain/functional expertise areas:
Adept at QA Management planning
Capability in conducting measurement system analysis
Valuable Excel Skills & Reporting skills
Understanding of quality management system
Valuable Verbal and Written Communication
Variance Management, Root cause analysis and Storyboarding capability
Critical competencies for the position:
Supports Innovation & Continuous Improvement
Takes Initiatives to Deliver Team Objectives
Coaches, Trains & Develops quality team members
Quality Improvement focus