Assistant Quality Manager

4 months ago

Delhi, India Teleperformance Full time
Apply only if matches in below skill sets:

Technical Competencies: (Job related)Excellent communication and presentation skillsRelevant knowledge on Quality Tools & Quality FrameworkExperience in managing audits from a risk compliance & control standpointMust possess exposure to Defect Analysis, Continuous improvement, Root cause analysis, Calibration and Corrective / Preventive action plansShould have excellent communication skills (written and spoken)

Job descriptionManages a team of Quality and Lead Quality and responsible for quality delivery of an entire accountTo manage transaction quality profile for a customer service process for our domestic clientParticipates in design of call monitoring formats and quality standardsDefines Quality Framework, CTQs and implementation of Quality Control PlanTo conduct audits as per defined guideline and sampling for transaction monitoringClient management and interactionTo 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 callsTo drive process improvement initiativesTo drive calibration sessions with internal or external customersLeads quality monitoring and analysis team and provide trend data to site management team on a regular basisGives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work outputMaintain overview of daily records, MOMs and Action itemsOrganize touch-base meetings with Operations Leadership and discuss on AOIs and major concernsAble to use automated information systems and analyzeProvide corrective / improvement solutions to the QAs on periodic basis to help them improve their accuracy scoresWorking 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 performanceProvide domain knowledge & track external & internal escalations

Mandatory:GraduationFluency in EnglishWell versed with quality reporting and statistics (Usage of quality tools and techniques achieve business metrics)Flexible to work in shifts

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