What are the responsibilities and job description for the Quality Assurance Manager position at Teleperformance?
Qualifications
Minimum Education Requirement :• Degree in any discipline
Minimum Relevant Work Experience :
• 1 year customer service
Minimum Skills to Hire : • Experience within customer services, experience in moderation will be preferred• Excellent leadership and communication skills• Ability to deal with demanding customers and escalations• Fast learner and able to cope in a fast-paced environment.
• Language proficiency in English is mandatory, Japanese will be added advantage.• Can work independetly and has a good sense of responsibility• Commited to learning• Ownership
Preferred Qualifications :• Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams• 3 years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)• Proven track record of collaborating with cross-functional groups to produce results• Demonstrated ability to perform well in a rapidly changing and extremely global team• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus• Excellent communication skills• Strong critical thinking and exceptional problem-solving skills• Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level• Passion for our mission of ensuring a world class support experience for our community• Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus
Responsibilities
- Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
- Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.
- Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
- Package, deliver, and at times present key findings and briefings.
- Conduct evaluations to identify areas of improvement
- Monitor, analyse & audit trainees’ performance and call out any unusual trends
- Identify training needs by working with operations team and QA
