Overview
The Quality Manager will support TP Quality department by using operational expertise to improve and preserve the highest standards of quality and service, in addition to driving success through proven leadership and communication skills. The QA Manager is responsible for standardizing and reporting quality metrics for Customer Service across three operational units, diverse geographical locations and language group’s one of Teleperformance most dynamic and exciting spaces, and will be responsible for managing a team of quality specialists.
Qualifications
Qualifications & Experience Required:
- Matric / Equivalent
- Previous experience in creation, implementation and maintenance of Customer Service Quality Management Programs with proven qualitative results
- Lean Six Sigma Yellow Belt (advantageous)
- Project management skills and experience
- Superior judgment, diplomacy, and tact
- Experience in writing documentation/SOPs
- Microsoft Office proficiency (Excel, SharePoint, etc.)
- Professional approach to working with internal/external teams
- Ability to communicate across multiple platforms
- Motivated to work on own initiative
- Proven decision-making ability
- Experience influencing change across levels
Responsibilities
Key Responsibilities:
- Manage the quality and auditing-process and reporting, leading a team of quality specialists.
- Ability to evaluate data identifies issues, recommend, own and drive performance improvement areas for internal and external Customers.
- Own weekly calibration sessions to ensure consistency among quality specialists
- Compile and distribute quality reporting in a standard global format
- Drive requirements for technical quality and auditing solutions, including tools and automated reporting
- Document and publish quality processes
- Act as a key stake-holder in maintenance and update of associate-facing resource material
- Provide clear insight into performance drivers and the levers which impact performance
- Liaise with Operations on coaching and areas for improvement
- Prepare reports and analysis, including relevant analyses versus prior periods and forecasts and associated risk/opportunities.
- Learn and apply new tools, to help expand the scope beyond customer experience and improve product quality.
- Drive improvement initiatives from conception through implementation
- Drive the development of robust quality improvement coaching and training processes to drive continuous improvement.
- Liaise with the Teleperformance Business teams globally to learn and implement best practice and to drive customer and performance improvements.
Skills & Competencies Required:
Emotional Intelligence
Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of action
Listens actively to the (emotional) needs of your team members, strives to understand them and acts appropriately to build positive relationships.
Entrepreneurship
Visionary leadership often requires taking initiative, managing risks, and driving innovation.
Communication
Clear, persuasive, and empathetic communication is a cornerstone of effective leadership.
Collaboration
Effective interpersonal skills are essential for teamwork and building strong professional relationships.
Open-Mindedness
Being receptive to different perspectives helps in building meaningful relationships.
Solution Orientation
Problem-solving is the process of analyzing an issue, finding its causes, and figuring at the best way to fix it.
Solution orientation is the mindset of focusing on solutions instead of just the problem.
They work together because:
Problem-solving helps understand the issue.
Solution orientation keeps to things positive and action-focused instead of getting stuck on obstacles.
Together, they ensure both analysis and action to fix problems efficiently
Process Excellence
Achievement-oriented individuals strive for efficiency and effectiveness in their work.
Critical Thinking
They analyze situations to overcome obstacles and achieve results