Assistant Manager Quality

TP; Indore; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading company is seeking a Senior Talent Acquisition Executive to manage quality programs and drive improvements within the QA team. The ideal candidate will have BFSI domain experience and a strong background in quality management. This full-time role involves collaboration with operations and client teams to enhance service quality and achieve performance metrics.

Qualifications

• Experience in BFSI domain mandatory.
• Training on BEST Quality Framework required.

Responsibilities

• Manage quality program and ensure quality SLAs are met.
• Conduct calibration sessions and publish reports.
• Drive quality improvements within the QA team.

Skills

Communication

Quality Management

Root Cause Analysis

Variance Management

Education

Graduate in any discipline

Certification in Quality Improvement approaches

Job description

Senior Talent Acquisition Executive at Teleperformance | Talent Acquisition Group | Lateral & Leadership hiring | ITES | BFSI | BPO

BFSI Domain experience mandatory in the Quality Domain!!!

Brief description of position (key roles & responsibilities):

Functional / Operational:

• Manage quality program in line with BEST QA Framework requirements
• Prepare QA staffing and scheduling plan as per defined frequency
• Facilitate achievement of quality SLAs and sampling targets
• Conduct calibration sessions as per schedule and publish reports
• Ensure timely quality reporting at group and program levels
• Conduct & publish RCA for not meeting Quality/CSAT/FCR metrics
• Manage client calibration and process change sessions
• Collaborate with operations on frontline intelligence gathering for process improvements
• Resolve disputes related to audit issues
• Track process feedback time and quality of feedback
• Create weekly/monthly review presentations for internal and external teams

Team Related:

• Manage certification for Quality Analysts
• Track QA performance plans for team members
• Drive quality improvements within the QA team
• Manage team motivation, development, and engagement

Client Specific / Oriented:

• Communicate with client quality and operations teams
• Present WBR & MBR in coordination with operations
• Implement customer service improvement projects

Shift: Rotational

Off Days: Rotational

Qualifications:

• Graduate in any discipline
• Training on BEST Quality Framework
• Preferred: Certification in Quality Improvement approaches (Six Sigma/LEAN/ISO)

Other Requirements:

Domain/functional expertise areas include:

• QA Management planning
• Measurement system analysis
• Understanding of quality management systems
• Strong verbal and written communication skills
• Variance management, root cause analysis, storyboarding

Critical Competencies:

• Supports innovation & continuous improvement
• Initiative-taking to achieve team objectives
• Coaching, training, and developing team members
• Focus on quality improvement

Seniority Level:

Mid-Senior level

Employment Type:

Full-time

Job Function:

Quality Assurance and Customer Service

Industries:

Outsourcing and Offshoring Consulting

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