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Director of Quality Assurance

2 weeks ago

Indore, Madhya Pradesh, India TP Full time ₹ 15,00,000 - ₹ 20,00,000 per year

Why Join Teleperformance

  • Strengthened leadership position, with more than €10 billion in annual revenue.
  • Global scale with local reach: dominance in Europe, major in the U.S., LATAM, Philippines, and significant in APAC.
  • Majorel has a highly talented senior leadership team that will further strengthen Teleperformance's leadership.
  • The Majorel workforce of more than 82,000 team members will significantly enhance Teleperformance's reach and presence.
  • A diversified client portfolio with robust momentum in social media, content moderation, financial services, and healthcare markets.
  • Continued innovation in artificial intelligence (AI) and the capability to attract the best talent drove enhanced outsourcing solutions across the Group.

The Opportunity Director Quality, BFS

In this role, the Director of Quality Assurance, BFS ensures all services meet quality standards as per client's business requirements.

The key objective is to understand customer expectations and needs, aligning to Teleperformance Quality standards and managing quality control process for BFS clients.

As a Director, Quality, BFS, Your Role Will Include

  • Being highly analytical and will manage and focus on review of key drivers, metrics and operational processes for BFS accounts
  • Managing BEST QA framework Implementation for BFS accounts
  • 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 of 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 outlier (operators) like AHT, CSAT and FCR to improve performance
  • Designing Key Performance Indices and defining Key Responsibility Area 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 program.
  • Plan for Automation project in tandem with operation
  • Involve self in RFP for new accounts and managing transition as part of Quality function

What Will You Need to Succeed?

  • Graduation degree
  • 13+ Years Experience in Service industry with 5 Years in Quality managerial role and must have good experience in managing BFS accounts.
  • GB/BB Certified or Trained Preferred
  • Quality /Process control/Six Sigma certification is preferred.
  • Experience in CSAT/ NPS metric management
  • Customer Service Orientation
  • Excellent verbal and written communication.
  • Data analysis and statistical aptitude
  • Good interpersonal skills.
  • Quality improvement project delivered using PDCA/Six Sigma or LEAN Methodology
  • Exposure to handling clients and operations Stakeholders independently
  • Advanced Excel Skill preferably expertise in Power BI, Tableau etc will be preferred
  • Six Sigma/ LEAN or Equivalent certification is preferred
  • Skills for planning, assigning and directing work.
  • Ability to coach, develop action plans which maximize performance and provide effective feedback