Manager Quality

Brief description of position (key role & responsibilities):

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

Any other details that the applicant needs to know:

Job Requires to manage multi location sites delivering a standard experience

Grade of applicant:

IV (Manager)

Qualification & Experience

• Graduation degree

• Quality /Process control certification

• Experience in CSAT/ NPS metric management

• Experience in Airline BO services management referred

Key Skills (Must have)

• Customer service orientation

• Excellent verbal and written communication.

• Data analysis and statistical aptitude

• Good interpersonal skills.

Other requirements

Functional expertise areas:

• Quality improvement project delivered using PDCA/Six Sigma or LEAN Methodology

• Advanced Excel Skill preferably expertise in Power BI, Tableau etc

• Quality Management System usage expertise (Nice, Verint, Amazon Connect etc)

• Exposure to handling clients and operations Stakeholders indepedently

• Six Sigma/ LEAN trained & certified

Behavioural competencies for the position:

• Customer Service orientation

• Builds Collaborative Relationships

• Coaches & Develops Others

• Logical thought process