Quality Manager - Customer support Mumbai(malad)

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

Domain/functional expertise areas:

• Adept at QA Management planning
• Capability in conducting measurement system analysis
• Good Excel Skills & Reporting skills
• Understanding of quality management system
• Good 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