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3.9

based on 27.1k Reviews

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335 Teleperformance Jobs

Assistant Quality Manager

5-10 years

₹ 6.5 - 10L/yr

Gurgaon / Gurugram

1 vacancy

Assistant Quality Manager

Teleperformance

posted 7d ago

Job Description

Role & responsibilities

  • Responsible for creating a robust Quality structure that is aligned to the business, compliance & operational requirements,
  • Responsible to ensure the required number of evaluations i.e., Quality, CSAT, Complaints etc. are completed as agreed with operations and Clients
  • Administers the feedback and Coaching process is documented and in line with the compliance and operational requirements
  • In charge of maintaining evaluations completed by the quality team in the central data base as defined by operations/clients
  • Report performance and statistics through daily and weekly reports submitted to the Quality Team and Operations.
  • Ensure that regular Gauge RNR & Calibrations are conducted with Internal operations team to maintain level of knowledge of the supervisory staff
  • Ensures that all relevant staff understand the compliance expectations, Quality guidelines and Complaints management processes
  • Gauging effectiveness of daily/weekly briefings and cascading updates to all on the operations floor by conducting dipstick checks on a regular basis.
  • Prepare/reviews reports based on the quality scores of the advisors.
  • Provide analysis on areas of opportunity and action plans to improve performance
  • Ensures there is a thorough audit mechanism to gauge effectiveness of Quality monitors. Monitors completed need to be within the given level of variance set by the business/clients
  • Aligning quality analysts to respective teams to ensure the daily / weekly / monthly quality activities are covered with all operational teams
  • Administers shift timings & leaves for the Quality team in line with operational and client requirements
  • Responsible to create presentations displaying metric performance/strategic initiatives/Updates as and when required
  • Expected to attend and represent WBR/MBR with clients/operations for respective processes as and when delegated by respective managers
  • Needs to ensure that Quality certifications / recertification is completed as agreed with operations / clients
  • Ensures respective Quality Analysts complete their monthly activities i.e. Quality Calibration, Process Knowledge Test, Gauge RNR & any other activity required for the specific process.
  • Participates in Process Level Con calls with Clients & Operations to understand requirements leading to actions that meet the process requirements & client expectations
  • Ensuring that regular updates and reports are sent to the Operations Team (Operations Manager, Team managers, Team Leaders) & respective Stakeholders


Perks and benefits

As per company norms



Employment Type: Full Time, Permanent

Read full job description

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People are getting interviews at Teleperformance through

(based on 1.3k Teleperformance interviews)
Job Portal
Walkin
Referral
Recruitment Consultant
Company Website
Campus Placement
27%
24%
16%
6%
5%
2%
20% candidates got the interview through other sources.
High Confidence
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High Confidence means the data is based on a large number of responses received from the candidates.

What people at Teleperformance are saying

3.9
 Rating based on 18 Assistant Manager Quality reviews

Likes

Overall ok

Dislikes

Salary not as per the market

Read 18 reviews

Assistant Manager Quality salary at Teleperformance

reported by 110 employees with 5-13 years exp.
₹3.5 L/yr - ₹11.5 L/yr
14% less than the average Assistant Manager Quality Salary in India
View more details

What Teleperformance employees are saying about work life

based on 27.1k employees
53%
39%
61%
80%
Flexible timing
Rotational Shift
No travel
Day Shift
View more insights

Teleperformance Benefits

Cafeteria
Job Training
Soft Skill Training
Free Transport
Work From Home
Health Insurance +6 more
View more benefits

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Teleperformance Gurgaon / Gurugram Office Location

View all
Gurugram Office
Plot No 398, Phase III, Udyog Vihar, Sector 20, Gurugram, Haryana 122016, India Gurugram
122016

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