Assistant Quality Manager

TP; Hyderabad; On-site; INR 350,000 - 500,000; Full time

Job summary

TP in Hyderabad is seeking a Quality Assurance Specialist to monitor customer interactions and ensure adherence to quality standards and processes.

You will conduct audits, score agents, provide coaching, identify trends, compile reports and dashboards for management, and collaborate with Team Leaders, Trainers, and Operations to drive continuous improvement while ensuring policy compliance.

Qualifications

• Experience conducting quality audits of customer support interactions.
• Ability to provide constructive feedback and coaching recommendations.
• Experience preparing quality reports and dashboards for management.
• Experience identifying trends and root causes from customer issues.
• Familiarity with calibration to maintain scoring consistency.

Responsibilities

• Monitor and evaluate customer interactions to ensure adherence to quality standards and processes.
• Conduct regular quality audits and score customer support representatives.
• Provide constructive feedback and coaching recommendations to improve agent performance.
• Identify trends, process gaps, and recurring customer issues through quality monitoring.
• Prepare quality reports, scorecards, and performance dashboards for management review.
• Collaborate with Team Leaders, Trainers, and Operations teams to drive continuous improvement initiatives.
• Ensure compliance with company policies, customer service guidelines, and regulatory requirements.
• Analyze customer complaints and escalation cases to identify root causes and recommend corrective actions.
• Participate in calibration sessions to maintain scoring consistency and quality standards.
• Support training and development programs by identifying knowledge and skill gaps.

Skills

Quality assurance

Feedback & coaching

Data analysis

Process improvement

Quality metrics

Job description

Role & responsibilities

• Monitor and evaluate customer interactions (calls, emails, chats, and tickets) to ensure adherence to quality standards and processes.
• Conduct regular quality audits and score customer support representatives based on predefined evaluation criteria.
• Provide constructive feedback and coaching recommendations to improve agent performance.
• Identify trends, process gaps, and recurring customer issues through quality monitoring.
• Prepare quality reports, scorecards, and performance dashboards for management review.
• Collaborate with Team Leaders, Trainers, and Operations teams to drive continuous improvement initiatives.
• Ensure compliance with company policies, customer service guidelines, and regulatory requirements.
• Analyze customer complaints and escalation cases to identify root causes and recommend corrective actions.
• Participate in calibration sessions to maintain scoring consistency and quality standards.
• Support training and development programs by identifying knowledge and skill gaps.

Preferred candidate profile

Relocation candidates can also apply