Quality Manager

TP; Chennai District, Kanchipuram; On-site; INR 600,000 - 900,000; Full time

Job summary

TP in Chennai, India is seeking an experienced Specialist to monitor and evaluate quality across inbound/outbound calls, emails and chats, ensuring accuracy and adherence to standards. The role includes documenting quality issues and supporting management review, while contributing to feedback and formal education programs for individuals on the phone.

You will also coach and mentor others in the area of expertise, driving improvements and maintaining high quality across customer interactions.

Qualifications

• Experienced Specialist in a specialized discipline with understanding of related disciplines.
• Drives development of new solutions for programs, complex projects, processes or activities.
• Acts as final decision maker and mentors others in the area of expertise.

Responsibilities

• Drive development of new solutions for programs, projects, or processes.
• Lead a team of Specialists and oversee full employee lifecycle responsibilities.

Job description

Job Summary

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

• 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.