Manager Quality|International|04082025

TGBPL TP India - IBU; Chennai District; On-site; INR 600,000 - 800,000; Full time

Job summary

TGBPL TP India - IBU in Chennai is seeking an experienced Specialist to monitor and evaluate the quality of customer interactions. You will lead a team, ensuring adherence to quality standards while coaching and mentoring others.

Ideal candidates possess knowledge of quality evaluation techniques and are skilled at documenting findings. The role offers opportunities to drive new solutions and develop processes within a dynamic team environment.

Qualifications

• Experienced Specialist in one specialized discipline with a thorough understanding of related disciplines.
• Ability to document findings related to quality evaluation.

Responsibilities

• Lead a team of Specialists with full employee lifecycle responsibility.
• Coach, mentor, and train others on area of expertise.
• Ensure implementation of tactical direction in the business area.
• Develop and implement appropriate policies and processes.
• Drive development of new solutions for programs and complex projects.

Skills

Quality evaluation techniques

Coaching

Mentoring

Job description

Role Overview

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.

Responsibilities

• Lead a team of Specialists, sometimes with several hierarchical levels, with full employee lifecycle responsibility.
• Serve as final decision/opinion maker in the area, coach, mentor and train others on the area of expertise.
• Ensure implementation of short to medium term activities within the business area or support sub‑function in the context of the strategy for the department.
• Ensure appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction.
• Drive development of new solutions for programs, complex projects, processes or activities.

Qualifications

• Experienced Specialist in one specialized discipline with a thorough understanding of related disciplines.
• Knowledge of quality evaluation techniques and ability to document findings.

EEO Statement

Teleperformance is an Equal Opportunity Employer.