Director of Quality

Job Description

The Opportunity | Director, Quality Assurance The Director of Quality Assurance ensures all services meet quality standards as per the client’s business requirements. Primary responsibilities include understanding customer expectations and needs, aligning to Teleperformance Quality standards, managing quality control processes, and driving strategy to optimize business and functional deliveries. The Responsibilities Support management focuses on reviewing 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 audit plan and budgeted workforce. Analysing the reason for errors and concentrations of errors for improvement. Ensuring RCA (root cause analysis) for escalations within operations. Review and redefine the end-to-end non-compliance monitoring process. Conducting daily hygiene checks on KPI outliers (operators) like AHT, CSAT, and FCR to improve performance. Designed vital performance Indicators and defined key responsibility areas 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 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 Automation project in tandem with operation. Involve yourself in RFP for new accounts and managing transition as part of the Quality function. The Qualifications Graduation degree. 10+ Years Experience in the Service industry (BPO) with 6 Years in a Quality managerial role. Quality Assurance /Process control/Six Sigma/ Green belt certification is must. Experience in leading Quality for International process is a must. Essential Skills (Must Have) Customer service orientation. Excellent verbal and written communication. Data analysis and statistical aptitude. Good interpersonal skills. Excellent presentation skills Functional Expertise Areas Quality improvement project delivered using PDCA/Six Sigma or LEAN Methodology. Exposure to handling clients and operations Stakeholders independently. Advanced Excel Skills, preferably expertise in Power BI and Tableau, will be preferred. Six Sigma/ LEAN or Equivalent certification is preferred. Skills for planning, assigning, and directing work. Ability to coach and develop action plans that maximize performance and provide effective feedback. Behavioural Competencies For The Position Customer Service orientation. Builds Collaborative Relationships. Coaches & Develops Others. Logical thought process. Pre-Employment Screenings In accordance with Teleperformance 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, such as recruiters or head-hunters. Such applications will not be considered, and no contractual association shall be established through such submissions. Is There a Fine Print? No fine print, though we will grab this space to remind you that Teleperformance is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants 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