External Hiring|Assistant Manager- Quality|International|16102026

TGBPL TP India - IBU; Jaipur; Hybrid; INR 300,000 - 600,000; Full time

Benefits offered by this job

On-site & work-from-home options

Job summary

Teleperformance is seeking a quality-focused professional in Jaipur to monitor and improve the quality of customer interactions across calls, email, and chat. The role includes documenting issues, supporting coaching, and guiding teams in implementing new standards.

Responsibilities extend to supervising specialists, sharing best practices, and driving daily operations with a focus on tactical and operational improvements within the team.

Responsibilities

• Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
• Documents quality issues and performance measures for management review.
• Provides information to assist in the feedback and formal education process of individuals on the phone.
• Positions on this level have advanced knowledge and experience and participates in/leads the development of new solutions/projects.
• Shares best practice and advice to the co-workers in the professional area.
• Not only generates own workload but outlines directions to others.
• Can supervise and coordinate lower-level specialists being single point of contact in complex matters.
• Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team.
• Delivers input to policies, processes and standards, where decisions are of tactical and operational nature within a defined scope.
• Manages a mixed team of Specialist and Support jobs., with full employee lifecycle responsibility.

Job description

Company Overview

Join Teleperformance – Where Excellence Meets Opportunity! Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach. Why Choose Teleperformance? We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us. Utilize advanced support technologies and processes engineered to achieve outstanding results. We cultivate lasting client relationships and make positive contributions to our local communities. Become Part of an Exceptional Team! Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Job Responsibilities

• Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
• Documents quality issues and performance measures for management review.
• Provides information to assist in the feedback and formal education process of individuals on the phone.
• Positions on this level have advanced knowledge and experience and participates in/leads the development of new solutions/projects.
• Shares best practice and advice to the co-workers in the professional area.
• Not only generates own workload but outlines directions to others.
• Can supervise and coordinate lower-level specialists being single point of contact in complex matters.
• Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team.
• Delivers input to policies, processes and standards, where decisions are of tactical and operational nature within a defined scope.
• Manages a mixed team of Specialist and Support jobs., with full employee lifecycle responsibility.

Be One of Our People

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging.

Teleperformance is an Equal Opportunity Employer

We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

TP is a global digital business services company. With nearly 490,000 passionate people present in nearly 100 countries and speaking more than 300 languages and dialects, we have the knowledge and resources to deliver outstanding experiences anywhere. We deliver a competitive edge for our clients by combining our unique standards of process excellence with empathetic, high-touch support augmented by cutting-edge technology and our domain expertise.