Manager Quality

Teleperformance (TP)

10 - 15 years

5 - 9 Lacs

vadodara

Posted:1 day ago| Platform:

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Skills Required

bpo quality management service delivery coaching communication and interpersonal skills analytical skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are looking for a highly skilled and experienced Manager Quality to join our team in Bengaluru. The ideal candidate will have 10-15 years of experience in quality management, preferably in the CRM/IT Enabled Services/BPO industry.

Roles and Responsibility

Develop and implement comprehensive quality plans to ensure high standards of service delivery.
Conduct regular audits and assessments to identify areas for improvement and provide coaching and feedback to team members to enhance their skills and performance.
Collaborate with cross-functional teams to resolve customer complaints and issues promptly.
Analyze data and metrics to measure quality performance and identify trends and opportunities for improvement.
Implement process improvements to increase efficiency and productivity.

Job Requirements

Proven experience in quality management, preferably in the CRM/IT Enabled Services/BPO industry.
Strong knowledge of quality frameworks and methodologies, including ISO 9001:2015.
Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
Ability to analyze data and metrics to measure quality performance and identify trends and opportunities for improvement.
Experience with quality management tools and software, such as Call Audit and Call Monitoring systems.
Strong problem-solving and analytical skills, with the ability to think critically and make informed decisions.
A Bachelor's degree in any discipline is required.

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