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Senior Quality Assurance Manager

2 months ago

Gurugram, India Teleperformance Full time

Key Roles & Responsibilities:


  • Ensure Quality Function/ Business are run effectively and efficiently to meet the Service Level Agreement and Targets
  • Responsible for staff development, staff planning to meet service requirements and involvement in recruitment process as necessary
  • Providing regular performance feedback and giving frequent formal and informal coaching sessions for a better productivity
  • Providing timely feedback/Update to Management regarding performance of the process and improvement areas
  • Taking initiatives to streamline processes and focus areas
  • Would be accountable for Performance / Client Management / People Management
  • Manage the attrition and shrinkage for the quality team at the process level


Preference:


  • Prior experience in Digital Marketing, Sales, International client servicing
  • B2B sales experience in voice for NA market
  • Process improvement drive organization/process level quality improvement initiatives
  • Continuous focus on process SLA’s


Educational Qualification: Graduated from a recognized university


  • Complete work from office job
  • The candidate should be comfortable with rotational shifts