Senior Director of Quality

1 month ago

Gurgaon Rural, India Teleperformance Full time

Where We Celebrate You

At Teleperformance, we believe in the power of inspiration. We believe in the strength of innovation. And most importantly, we believe in the heart of the people.


We’re looking for bright minds, creative influencers, and status-quo challengers who need a platform for their ideas to shine. A forum where they can speak their truth. Where they can be authentic. Where integrity is part of the organization’s DNA. Where there’s a safe space for them to be heard. Where ideas can transcend all boundaries. Where they are respected beyond labels.


You’ve got the skills and motivation. We’ve got the tools, the technology, and the development programs. We will design the right career path and support your professional growth right from the start. We will encourage you to display your individuality. We will guide you to achieve the right work-life balance. We will foster the power of communication and motivate teamwork. We will embrace collaboration efforts with other bright minds to deliver the best outside-the-box ideas.


Together, we create the right combination that tackles any customer service industry challenge. Together, we will build the best digital business integration solutions for the world’s biggest brands.


Welcome to Teleperformance, where we celebrate you.


The Opportunity | Senior Director of Quality

In this role, you will ensure that all services meet quality standards as per the client’s business requirements. Primary responsibilities include understanding customer expectations and needs, aligning to Teleperformance Quality standards, managing quality control processes, and driving strategy to optimize business and functional deliveries.


Teleperformance | Where Are We Going

Teleperformance has five competitive advantages that enable it to implement its development strategy successfully:


  • The People Strategy, which is founded on two key pillars of human capital management: focus and discipline
  • The omnichannel offer comprising solutions and technology that enable control of the entire chain of interactions and communication between the client and its customer
  • A culture of customer satisfaction where proactivity and customer communication are key.
  • The handling of 265 languages via an integrated offshore/nearshore network enables it to meet the global needs of many clients.
  • Expertise and experience in a wide range of client sectors.


The goal of the strategy is to add value through sustainable and profitable development of the Group’s operations, organic growth, and targeted acquisitions.


As a Senior Director of Quality, You Will…

  • Support management focuses on the review of key drivers, metrics, and operational processes that drive KPI results.
  • Managing BEST QA Framework Implementation.
  • Demonstrate commitment to program internal customer satisfaction.
  • Defining audit strategies to ensure maximum improvement in quality performance.
  • Using smart logic in sampling for transactional audits.
  • Optimizing QA staff for maximum efficiency (productivity and accuracy.
  • Ensuring complete audit coverage operator-wise as per audit plan and budgeted manpower.
  • Analyzing the reason for errors and concentrations of errors for improvement.
  • Ensuring RCA (root cause analysis) for escalations within operations.
  • Reviewing and redefining end-to-end non-compliance monitoring process.
  • Conducting daily hygiene checks on KPI outliers (operators) like AHT, CSAT, and FCR to improve performance.
  • Designing Key Performance Indices and defining Key Responsibility Areas for QA staff.
  • Recommending KPI changes as and when required to business to improve performance.
  • Managing end-to-end QA employee life cycle in operations.
  • Managing manpower budget and hiring of QA staff in operations.
  • Responsible for career development and growth path for QA staff.
  • Drive continuous improvement initiatives and automation opportunities to improve effectiveness and build efficiencies in the program.
  • Plan for Automation project in tandem with the operation.
  • Be involved in RFP for new accounts and managing transition as part of the Quality function.


What Will You Need to Succeed?

  • 12+ Years Experience in the Service industry with 5 Years in Quality managerial roles in the US Banking (Mortgage/ Collections /Credit cards/ AML - KYC ) domain in Voice Process.
  • Quality /Process control/Six Sigma certification is preferred.
  • Experience in CSAT/ NPS metric management.
  • Experience in leading and managing multiple international campaigns.
  • Extensive experience in leading Quality functions in Business Process Outsourcing in leading initiatives yielding tangible results for the clients and positive ROI.
  • Patience, understanding, and resilience when managing complex situations and competing priorities.
  • Data visualization experience to provide insights and able to succinctly articulate the value.
  • Experience with designing experiments, tools, and measures, establishing hypotheses, and leading projects from end to end.


Bonus Qualifications (Preferred)

  • Quality improvement project delivered using PDCA/Six Sigma or LEAN Methodology.
  • Experience in Technical programs will be an added advantage.
  • Excellent communication and client management skills, presentation abilities, and stakeholder management.
  • Advanced Excel Skills, preferably expertise in Power BI, Tableau, etc.
  • Six Sigma/ LEAN or Equivalent certification is preferred.
  • Skills for planning, assigning, and directing work.
  • Ability to coach, develop action plans that maximize performance, and provide effective feedback.
  • Be flexible and work creatively and analytically in a problem-solving environment.
  • Data analysis and statistical aptitude.


The Leadership Competencies for Exceptional Potential Are…

  • Smart and Decisive with Data
  • Transformational Leader – Empathy, E.I. & Resilience
  • Agile Mindset
  • Adaptability
  • Global Thinker
  • Innovative and Creative
  • Purposeful and Impactful
  • A True Partner
  • Authentic and Connected Leader
  • Infinite Learner
  • Digitally Smart


You Should Be Excited to Join the TP Family Because…

  • We encourage you to live well. To establish the right work-life balance.
  • We want you to focus on your future with our financial benefits plans.
  • We want you to keep learning, with excellent leadership development options for everyone.
  • We encourage you to be creative and to provide outside-the-box solutions.
  • We care about our citizens of the world with our great give-back programs.
  • We work hard to cultivate a supportive and welcoming workplace for everyone.
  • We encourage a full range of diverse and talented candidates to apply for our positions.
  • We are committed to building an inclusive workplace with our DE&I programs.
  • Our Cloud Campuses open their doors for you to lead from any location on the globe.


Is There a Fine Print?

No fine print, though we will grab this space to remind you that Teleperformance is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.

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