Director, Quality Job in Teleperformance
- Teleperformance Global
- 13 to 17 Yrs
- Noida, Gurugram
- 14 days ago
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Job Description
- Maximize Your Impact at Teleperformance Welcome to Teleperformance, a global hub of innovation and empowerment, where we redefine the future. With a remarkable 10 billion in annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions. As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. Strengthen your leadership position, tap into our omnichannel solutions, and contribute to a brighter, digitally driven tomorrow. Your talent is the missing piece that completes our vision. The Opportunity | Director of Quality As a Quality Leader you will ensure all services meet quality standards as per the business requirements. Your primary responsibilities would include understanding customer expectations and needs, aligning to Teleperformances Quality standards. In this role you will be managing quality control processes and driving strategy to optimize business and functional deliveries. The Responsibilities Managing QA Framework Implementation. Focusing on reviewing key drivers, metrics, and operational processes that drive KPI results Defining audit strategies to ensure maximum improvement in quality performance. Optimizing QA staff for maximum efficiency, productivity and accuracy. Ensuring complete audit coverage operator-wise as per audit plan and budgeted workforce. Analysing the reason for errors and concentrations of errors for improvement. Ensuring RCA (root cause analysis) for escalations within operations. Reviewing and redefining the end-to-end non-compliance monitoring process. Conducting periodic hygiene checks on KPI outliers (operators) like AHT, CSAT, and FCR to improve performance. Designing vital performance Indicators and defined key responsibility areas 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. Driving continuous improvement initiatives and automating opportunities to improve effectiveness and build efficiencies in the program. The Qualifications Graduation degree. 13+ Years Experience in the Customer Experience industry in international accounts with 7 Years in a Quality Domain knowledge of Shipping & Logistics or eCommerce is preferred Green Belt Six Sigma Certification is a must, Blackbelt Certification preferred. Customer service orientation, Data analysis and statistical aptitude. Exposure to handling clients and operations Stakeholders independently Quality improvement project delivered using PDCA/Six Sigma or LEAN Methodology. Advanced Excel Skills, preferably expertise in Power BI and Tableau, will be preferred. Six Sigma/ LEAN or Equivalent certification is preferred. Ability to coach and develop action plans that maximize performance and provide effective feedback. Customer Service orientation. Builds Collaborative Relationships. Coaches & Develops Others. Logical thought process. Pre-Employment Screenings In accordance with Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening. Important | Policy on Unsolicited Third-Party Candidate Submissions TP does not accept candidate submissions from unsolicited third parties, such as recruiters or head-hunters. Such applications will not be considered, and no contractual association shall be established through such submissions. Is There a Fine Print ,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Not Specified
Functional Area: Not Specified
Role/Responsibilies: Director, Quality Job in Teleperformance at
Contact Details:
Company: TeleperformanceLocation(s): Noida, Gurugram
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Keyskills: Quality Management Data Analysis Statistical Analysis Six Sigma Power BI Tableau Customer Service Orientation
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