- Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
- Documents quality issues and performance measures for management review.
- Provides information to assist in the feedback and formal education process of individuals on the phone.
- Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.
- Will most often be a driving force behind the development of current solutions for programs, complex projects, processes or activities. Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.
- Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department.
- Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction.
- Leads a team of Specialists ,sometimes with several hierarchical levels, with full employee lifecycle responsibility.

📌 Manager Quality - International (Chennai)
🏢 TP
📍 Chennai