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 that all services meet quality standards in accordance with the client's business requirements.
The key objective is to understand customer expectations and needs, align with Teleperformance Quality standards, and manage the quality control process.
The Responsibilities & Duties
- Incumbent will focus on review of key drivers, metrics, and operational processes that drive KPI results
- Managing BEST QA framework Implementation
- 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 the audit plan and the budgeted workforce
- Analyzing the reasons for errors and the concentrations of errors for improvement
- Ensuring RCA (root cause analysis) for escalations within operations
- Reviewing and redefining the end of the non-compliance monitoring process
- Conducting daily hygiene checks on KPI outliers (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 for the business to improve performance. Managing the end-to-end QA employee life cycle in operations
- Managing workforce 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 the program.
- Plan for the Automation project in tandem with the operation
- Involve oneself in RFP for new accounts and managing transition as part of the Quality function
The Qualifications
- Graduation degree
- 13+ Years Experience in the Service industry with 5 Years in a Quality managerial role
- 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 that 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.
Culture & Belonging
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.
