Assistant Quality Manager

2 weeks ago

Kolkata, India Teleperformance Full time

Apply only if matches in below skill sets:


  • Technical Competencies: (Job related)
  • Excellent communication and presentation skills
  • Relevant knowledge on Quality Tools & Quality Framework
  • Experience in managing audits from a risk compliance & control standpoint
  • Must possess exposure to Defect Analysis, Continuous improvement, Root cause analysis, Calibration and Corrective / Preventive action plans
  • Should have excellent communication skills (written and spoken)



Job description

  • Manages a team of Quality and Lead Quality and responsible for quality delivery of an entire account
  • To manage transaction quality profile for a customer service process for our domestic client
  • Participates in design of call monitoring formats and quality standards
  • Defines Quality Framework, CTQs and implementation of Quality Control Plan
  • To conduct audits as per defined guideline and sampling for transaction monitoring
  • Client management and interaction
  • To create and publish regular audit reports with management and clients (daily, weekly, monthly)
  • To identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls
  • To drive process improvement initiatives
  • To drive calibration sessions with internal or external customers
  • Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis
  • Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output
  • Maintain overview of daily records, MOMs and Action items
  • Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns
  • Able to use automated information systems and analyze
  • Provide corrective / improvement solutions to the QAs on periodic basis to help them improve their accuracy scores
  • Working in close tandem with Ops Asst. Mgrs. on the process for an excellent team and process performance.
  • Prepare performance evaluations and documenting contact-handling procedures.
  • Prepare TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed.
  • One-on-one feedback to the QAs basis their performance
  • Provide domain knowledge & track external & internal escalations



  • Mandatory:
  • Graduation
  • Fluency in English
  • Well versed with quality reporting and statistics (Usage of quality tools and techniques achieve business metrics)
  • Flexible to work in shifts

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