Quality Manager

4 days ago

Chennai, Tamil Nadu, India Teleperformance (TP) Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role & responsibilities

  • Responsible for creating a robust Quality structure that is aligned to the business, compliance & operational requirements,
  • Responsible to ensure the required number of evaluations i.e., Quality, CSAT, Complaints etc. are completed as agreed with operations and Clients
  • Administers the feedback and Coaching process is documented and in line with the compliance and operational requirements
  • In charge of maintaining evaluations completed by the quality team in the central data base as defined by operations/clients
  • Report performance and statistics through daily and weekly reports submitted to the Quality Team and Operations.
  • Ensure that regular Gauge RNR & Calibrations are conducted with Internal operations team to maintain level of knowledge of the supervisory staff
  • Ensures that all relevant staff understand the compliance expectations, Quality guidelines and Complaints management processes
  • Gauging effectiveness of daily/weekly briefings and cascading updates to all on the operations floor by conducting dipstick checks on a regular basis.
  • Prepare/reviews reports based on the quality scores of the advisors.
  • Provide analysis on areas of opportunity and action plans to improve performance
  • Ensures there is a thorough audit mechanism to gauge effectiveness of Quality monitors. Monitors completed need to be within the given level of variance set by the business/clients
  • Aligning quality analysts to respective teams to ensure the daily / weekly / monthly quality activities are covered with all operational teams
  • Administers shift timings & leaves for the Quality team in line with operational and client requirements
  • Responsible to create presentations displaying metric performance/strategic initiatives/Updates as and when required
  • Expected to attend and represent WBR/MBR with clients/operations for respective processes as and when delegated by respective managers
  • Needs to ensure that Quality certifications / recertification is completed as agreed with operations / clients
  • Ensures respective Quality Analysts complete their monthly activities i.e. Quality Calibration, Process Knowledge Test, Gauge RNR & any other activity required for the specific process.
  • Participates in Process Level Con calls with Clients & Operations to understand requirements leading to actions that meet the process requirements & client expectations

Ensuring that regular updates and reports are sent to the Operations Team (Operations Manager, Team managers, Team Leaders) & respective Stakeholders

Preferred candidate profile :international customer support

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