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Senior Director Quality Assurance
Image Icon India · Jaipur
Category Quality Assurance

Qualification:

Graduate from recognized university in any discipline.

This role is responsible for: 

• Support management focus on review of key drivers, metrics and operational processes that drive KPI results 

• Demonstrate commitment to program internal customer satisfaction  

• Audit planning and Quality strategy

• 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)

• Quality Assurance Automation with audit sampler and automatic reporting

• Quality Assurance: Audits and feedback Delivery

• Internal audit sample coverage for OPS business, call center/loan verification, back office/payments & field cash pick up

• External audit (ad-hoc) as per request from home credit verticals like cust-ex, marketing, HR, sales, collections and CRM.

• Audits on pilot processes from internal and external teams.

• Ensuring complete audit coverage operator wise as per audit plan and budgeted manpower

• Ensuring feedback is shared within defined TAT to staff for correction and prevention

• Monitoring feedback efficacy on weekly and monthly basis

• Audit Reporting  Preparing daily dashboards on WTD and MTD quality performance

• Preparing concentration reports on zonal level, business level, team level and operator level

• Highlight bottom quartile performers in review and share with training team as focus operators

• Share PAN India quality dashboards with detailed reports 

• Analysis and Investigations

• Analyzing reason of errors and concentrations of errors for improvement

• Ensuring RCA (root cause analysis) for escalations within operations

• Planning calibrations and publishing calendar for all operations business verticals

• Managing the invites and checking suitable time for attendees for maximum participation

• Conducting sessions a calibrating business, training & QA teams

• Publish calibration report with calibration variance to all participants and relevant stakeholders

• Reviewing and redefining end to end non-compliance monitoring process • Handling escalations on daily basis in escalation desk

• Providing on floor assistance to operators and team leaders on product knowledge

• Conducting daily hygiene checks on KPI outlier (operators) like AHT, CSAT and FCR to improve performance

• Product knowledge checks and daily sessions

• Transcripts and translations

• Designing Key Performance Indices and defining Key Responsibility Area for QA staff

 • Recommending KPI changes as and when required to business to improve performance

• Designing incentives structure for QA staff and managing quality performance data for operations

• 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

Mandatory Skills :

  • BPO experience is a must 
  • Must have Lean Six Sigma or Six Sigma Green belt certification   

 Team handling Skills:

  • Strong customer service skills like empathy, listening, enthusiastic, patience, reasoning and problem solving skills
  • Willing to learn and flexibility to changes
  • Aptitude and ability to grasp
  • Skills for planning, assigning and directing work.
  • Ability to coach, develop action plans which maximize performance and provide effective feedback
  • Ability to analyze and improve work processes
  • Willingness to work for at-least two-years duration with the organization
  • Ability to analyze performance for Agents on the basis of Language metrics and Quality Monitoring.
  • Good analytical skills to identify the Variance in the Key Result Areas for the Process.
  • Ability to provide feedback in the most constructive manner

Preferred Skills :

Experience in multichannel customer experience will be preferred

Critical Competencies :

  • Customer Focus
  • Builds Collaborative Relationships
  • Coaching & Feedback
  • Makes Decision.

Kindly share your update resume along with attached application template