Manager Quality

TP; Gurugram District; Sur place; INR 800 000 - 1 200 000; Plein temps

Résumé du poste

TP in Gurugram, Haryana seeks an experienced Quality Management professional to lead and enhance customer service standards. You will design and implement QC processes, conduct audits, and coach teams to maintain top-quality service levels.

The role requires strong data analysis, auditing experience, and excellent communication to drive continuous improvement across departments. Join TP to help deliver consistent, customer-centric outcomes.

Qualifications

• Minimum 5 years of experience in quality management, preferably in a BPO or call center.
• Strong knowledge of quality control processes and customer service principles.
• Excellent communication and interpersonal skills.
• Ability to analyze data and metrics to identify trends and opportunities for improvement.
• Strong problem-solving and decision-making skills.
• Experience with auditing and reviewing processes to identify areas for improvement.

Responsabilités

• Develop and implement quality control processes to ensure high customer service standards.
• Conduct regular audits and reviews to identify improvement areas and coach staff.
• Collaborate with other departments to resolve issues and boost performance.
• Analyze data and metrics to identify trends and opportunities for improvement.
• Implement corrective actions for identified issues.
• Ensure compliance with company policies and procedures.

Connaissances

Quality management

Data analysis

Auditing

Communication

Problem solving

Call center/BPO experience

Description du poste

Roles and Responsibility

• Develop and implement quality control processes to ensure high standards of customer service.
• Conduct regular audits and reviews to identify areas for improvement and provide coaching and feedback to team members.
• Collaborate with other departments to resolve issues and improve overall performance.
• Analyze data and metrics to identify trends and opportunities for improvement.
• Implement corrective actions to address identified issues and concerns.
• Ensure compliance with company policies and procedures.

Job Requirements

• Minimum 5 years of experience in quality management, preferably in a BPO or call center environment.
• Strong knowledge of quality control processes and customer service principles.
• Excellent communication and interpersonal skills.
• Ability to analyze data and metrics to identify trends and opportunities for improvement.
• Strong problem-solving and decision-making skills.
• Experience with auditing and reviewing processes to identify areas for improvement.