Assistant Quality Manager

4 days ago


Mumbai, Maharashtra, India Teleperformance (TP) Full time US$ 80,000 - US$ 1,20,000 per year

Role & responsibilities

  • Manage quality program in line with BEST QA Framework requirements
  • Prepare QA staffing and scheduling plan as per frequency defined
  • Facilitate achievement of quality SLAs and sampling targets
  • Conduct calibration sessions as per schedule and publish reports
  • Facilitate on-time Quality reporting at group and program levels
  • Conduct & Publish RCA for not meeting Quality/CSAT/ FCR metrics
  • Manage client calibration and process change sessions
  • Work in tandem with operations on frontline intelligence gathering for process improvements
  • Resolve disputes arising out of audit related issues
  • Manage and track process average time to feedback and quality of feedback delivered
  • Create weekly/ monthly review presentations for internal and external teams

Preferred candidate profile

  • Communicate with client quality and operations team
  • Present WBR & MBR in tandem with operations

Deliver customer service improvement projects



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