Manager Quality - International

TP; Chennai District, Kanchipuram; On-site; INR 800,000 - 1,200,000; Full time

Job summary

TP in Chennai seeks an Experienced Specialist to monitor and evaluate the quality of inbound and outbound calls, email and chat interactions, ensuring accuracy and adherence to standards. The role involves documenting issues and providing feedback to improve performance.

The candidate will mentor teammates, lead a small specialist team, and contribute to developing new solutions and processes across programs and projects.

Qualifications

• Experienced Specialist in one specialized discipline with a thorough understanding of related disciplines.

Responsibilities

• Monitors and evaluates the quality of inbound and/or outbound calls and other customer contacts for accuracy and adherence to standards.
• Documents quality issues and performance measures for management review.
• Provides information to assist in feedback and formal education of individuals on the phone.
• Leads the development of new solutions for programs, complex projects, or processes.
• Serves as final decision/opinion maker in the area and coaches and trains others.
• Ensures policies, processes & standards are developed and implemented to support short to medium term tactical direction.
• Leads a team of Specialists, sometimes with several hierarchical levels, with full employee lifecycle responsibility.

Skills

Quality monitoring

Team leadership

Coaching

Decision making

Process development

Job description

• 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.
• Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.
• Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities. Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.
• Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department.
• Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction.
• Leads a team of Specialists ,sometimes with several hierarchical levels, with full employee lifecycle responsibility.