Director, Quality Assurance - Technology

As a Quality Director at TP, your primary responsibility will be to ensure that all services meet quality standards according to clients' business requirements. You will play a key role in understanding customer expectations, aligning with Teleperformance Quality standards, and managing the quality control process effectively. Key Responsibilities: - Support management in reviewing key drivers, metrics, and operational processes to drive KPI results - Deploy and manage QA framework implementation in new and stable programs - Demonstrate commitment to internal customer satisfaction within the program - Define audit strategies to maximize improvement in quality performance - Utilize smart logic in sampling for transactional audits - Optimize QA staff for maximum efficiency in terms of productivity and accuracy - Ensure complete audit coverage operator-wise as per the audit plan and budgeted manpower - Analyze reasons for errors and concentrations of errors for improvement - Conduct RCA (root cause analysis) for escalations within operations - Review and redefine the end-to-end non-compliance monitoring process - Conduct daily hygiene checks on KPI outliers (operators) like AHT, CSAT, and FCR to enhance performance - Design Key Performance Indices and define Key Responsibility Areas for QA staff - Recommend KPI changes as necessary to improve business performance - Manage the end-to-end QA employee life cycle in operations - Manage the manpower budget and hiring of QA staff in operations - Take responsibility for the career development and growth path of QA staff - Drive continuous improvement initiatives and identify automation opportunities to enhance effectiveness and build efficiencies in the program - Plan for Automation project in alignment with operations - Involve yourself in RFP for new accounts and manage transitions as part of the Quality function Qualifications: - Graduation degree - 13+ years of experience in the service industry with at least 5 years in a Quality managerial role - Quality/Process control/Six Sigma certification is preferred - Experience in CSAT/NPS metric management - Experience in International Technical programs will be an added advantage - Customer service orientation - Excellent verbal and written communication skills - Data analysis and statistical aptitude - Good interpersonal skills - Experience in quality improvement projects using PDCA/Six Sigma or LEAN Methodology - Exposure to handling clients and operations stakeholders independently - Advanced Excel skills, 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 to maximize performance, and provide effective feedback - Customer service orientation - Ability to build collaborative relationships - Skills in coaching and developing others - Logical thought process Please note that employment in this position at TP is contingent upon the successful completion and passage of a comprehensive background check, including global sanctions and watchlist screening. As a Quality Director at TP, your primary responsibility will be to ensure that all services meet quality standards according to clients' business requirements. You will play a key role in understanding customer expectations, aligning with Teleperformance Quality standards, and managing the quality control process effectively. Key Responsibilities: - Support management in reviewing key drivers, metrics, and operational processes to drive KPI results - Deploy and manage QA framework implementation in new and stable programs - Demonstrate commitment to internal customer satisfaction within the program - Define audit strategies to maximize improvement in quality performance - Utilize smart logic in sampling for transactional audits - Optimize QA staff for maximum efficiency in terms of productivity and accuracy - Ensure complete audit coverage operator-wise as per the audit plan and budgeted manpower - Analyze reasons for errors and concentrations of errors for improvement - Conduct RCA (root cause analysis) for escalations within operations - Review and redefine the end-to-end non-compliance monitoring process - Conduct daily hygiene checks on KPI outliers (operators) like AHT, CSAT, and FCR to enhance performance - Design Key Performance Indices and define Key Responsibility Areas for QA staff - Recommend KPI changes as necessary to improve business performance - Manage the end-to-end QA employee life cycle in operations - Manage the manpower budget and hiring of QA staff in operations - Take responsibility for the career development and growth path of QA staff - Drive continuous improvement initiatives and identify automation opportunities to enhance effectiveness and build efficiencies in the program - Plan for Automation project in alignment with operations - Involve yourself in RFP for new accounts a