Director - Quality, BFS (Indore)

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, BFS ensures all services meet quality standards as per client’s business requirements. The key objective is to understand customer expectations and needs, aligning to Teleperformance Quality standards and managing quality control process for BFS clients. The Responsibilities Being highly analytical and will manage and focus on review of key drivers, metrics and operational processes for BFS accounts Managing BEST QA framework Implementation for BFS accounts Demonstrate commitment to program internal customer satisfaction Defining audit strategies to ensure maximum improvement in quality performance Using smart logic in sampling for transactional audits Optimizing QA staff for maximum efficiency (productivity and accuracy) Ensuring complete audit coverage operator wise as per audit plan and budgeted manpower Analyzing the reason of errors and concentrations of errors for improvement Ensuring RCA (root cause analysis) for escalations within operations Reviewing and redefining end to end non-compliance monitoring process Conducting daily hygiene checks on KPI outlier (operators) like AHT, CSAT and FCR to improve performance Designing Key Performance Indices and defining Key Responsibility Area 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 Managing manpower budget and hiring of QA staff in operations Responsible for career development and growth path for QA staff Drive continuous improvement initiatives and automation opportunities to improve effectiveness and build efficiencies in program. Plan for Automation project in tandem with operation Involve self in RFP for new accounts and managing transition as part of Quality function The Qualifications Graduation degree 13+ Years Experience in Service industry with 5 Years in Quality managerial role and must have good experience in managing BFS accounts. GB/BB Certified or Trained Preferred Quality /Process control/Six Sigma certification is preferred. Experience in CSAT/ NPS metric management Experience in Technical programs will be an added advantage. Customer Service Orientation Excellent verbal and written communication. Data analysis and statistical aptitude Good interpersonal skills. Quality improvement project delivered using PDCA/Six Sigma or LEAN Methodology Exposure to handling clients and operations Stakeholders independently Advanced Excel Skill 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 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. Show more Show less