Assistant Quality Manager

4 days ago

Delhi, 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- 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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