Director, Quality Assurance | Mumbai

Job Description

Maximize Your Impact with TP Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion 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. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow. The Opportunity In this role, the Director of Quality Assurance, ensures all services meet quality standards as per client’s business requirements. The key objective is to understand customer expectations and needs, aligning to TP’s Quality standards and managing quality control process for Technology clients. The Responsibilities & Duties Being highly analytical and will manage and focus on review of key drivers, metrics and operational processes for Technology accountsManaging BEST QA framework Implementation for Technology accountDemonstrate commitment to program internal customer satisfactionDefining audit strategies to ensure maximum improvement in quality performanceUsing smart logic in sampling for transactional auditsOptimizing QA staff for maximum efficiency (productivity and accuracy)Ensuring complete audit coverage operator wise as per audit plan and budgeted manpowerAnalyzing the reason of errors and concentrations of errors for improvementEnsuring RCA (root cause analysis) for escalations within operationsReviewing and redefining end to end non-compliance monitoring processConducting daily hygiene checks on KPI outlier (operators) like AHT, CSAT and FCR to improve performanceDesigning Key Performance Indices and defining Key Responsibility Area for QA staffRecommending KPI changes as and when required to business to improve performance Managing end to end QA employee life cycle in operationsManaging manpower budget and hiring of QA staffResponsible for career development and growth path for QA staffDrive continuous improvement initiatives and automation opportunities to improve effectiveness and build efficiencies in program.Involve self in RFP for new accounts and managing transition as part of Quality function. The Qualifications Graduation degree12+ Years Experience in Service industry with 5 – 7 Years in Transactional Quality managerial roleMinimum Lean Six Sigma Green belt certification is must.Experience in CSAT/ NPS metric managementCustomer Service OrientationExcellent verbal and written communication.Data analysis and statistical aptitudeGood interpersonal skills.Quality improvement project delivered using PDCA/Six Sigma or LEAN MethodologyExposure to handling clients and operations Stakeholders independentlyAdvanced Excel Skill preferably expertise in Power BI, Tableau etc will be preferredSix Sigma/ LEAN or Equivalent certification is preferredSkills for planning, assigning and directing work.Ability to coach, develop action plans which maximize performance and provide effective feedback. Pre-Employment Screenings By TP 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, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions. Diversity, Equity & Inclusion At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.