Teleperformance | Assistant Quality Manager | gurgaon
7 days ago
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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