Quality Manager - Customer support Mumbai(malad)

TP; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Teleperformance is seeking a Quality Manager in Mumbai to oversee QA processes and ensure services meet client standards. You will drive KPI-focused improvements, build audit plans, and lead quality governance across weekly, monthly, and quarterly reviews.

Strong Excel and analytics skills, plus adept communication, are essential for success in this role. Key responsibilities include designing dashboards, planning automation with operations, and coaching the quality team to elevate performance

Qualifications

• Experience in QA management planning.
• Ability to conduct measurement system analysis.
• Strong Excel and reporting skills.
• Understanding of quality management systems.
• Excellent verbal and written communication.

Responsibilities

• Review key drivers, metrics and processes that drive qualitative KPIs.
• Commitment to internal customer satisfaction.
• Develop audit planning and quality strategies for improvement.
• Use sampling for transactional audits with smart logic.
• Plan automation projects with operations.
• Design and review quality and CX dashboards.
• Deliver quality and CX process improvements.
• Prepare quality updates for weekly, monthly and quarterly reviews.
• Conduct baseline Enterprise Standard for Teleperformance reviews.

Skills

QA management planning

Measurement system analysis

Excel skills

Quality management system

Verbal & written communication

Root cause analysis

Tools

Excel

Job description

Role & responsibilities

Quality Managers ensures all services meet quality standards as per clients business requirements. Primary responsibilities include understanding customer expectations and needs, aligning to Teleperformance Quality standards and managing quality control process. Job delivery requirements as below

• Support management focus on review of key drivers, metrics and operational processes that drive Qualitative KPI results
• Demonstrate commitment to program internal customer satisfaction.
• Develop audit planning and Quality strategy to ensure maximum improvement in quality performance
• Using smart logic in sampling for transactional audits
• Plan for Automation project in tandem with operations
• Designing and reviewing Quality and CX dashboards
• Delivering Quality and CX Process improvement
• Managing client Quality governance i.e. preparing Quality updates for Weekly/Monthly and Quarterly reviews
• Conduct Quality Baseline Enterprise Standard for Teleperformance review/audits on time and ensure alignment to the requirements on ongoing basis
• Manage Quality Team leaders through effective engagement and upskilling programs

Domain/functional expertise areas:

• Adept at QA Management planning
• Capability in conducting measurement system analysis
• Good Excel Skills & Reporting skills
• Understanding of quality management system
• Good Verbal and Written Communication
• Variance Management, Root cause analysis and Storyboarding capability

Critical competencies for the position:

• Supports Innovation & Continuous Improvement
• Takes Initiatives to Deliver Team Objectives
• Coaches, Trains & Develops quality team members
• Quality Improvement focus