Quality - Assistant Manager
- Teleperformance (TP)
- 4 - 7 years
- Indore
- 4 months ago
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Job Description
Role & responsibilities
- Responsible for creating a robust Quality structure that is aligned to the business, compliance & operational requirements,
- Responsible to ensure the required number of evaluations i.e., Quality, CSAT, Complaints etc. are completed as agreed with operations and Clients
- Administers the feedback and Coaching process is documented and in line with the compliance and operational requirements
- In charge of maintaining evaluations completed by the quality team in the central data base as defined by operations/clients
- Report performance and statistics through daily and weekly reports submitted to the Quality Team and Operations.
- Ensure that regular Gauge RNR & Calibrations are conducted with Internal operations team to maintain level of knowledge of the supervisory staff
- Ensures that all relevant staff understand the compliance expectations, Quality guidelines and Complaints management processes
- Gauging effectiveness of daily/weekly briefings and cascading updates to all on the operations floor by conducting dipstick checks on a regular basis.
- Prepare/reviews reports based on the quality scores of the advisors.
- Provide analysis on areas of opportunity and action plans to improve performance
- Ensures there is a thorough audit mechanism to gauge effectiveness of Quality monitors. Monitors completed need to be within the given level of variance set by the business/clients
- Aligning quality analysts to respective teams to ensure the daily / weekly / monthly quality activities are covered with all operational teams
- Administers shift timings & leaves for the Quality team in line with operational and client requirements
- Responsible to create presentations displaying metric performance/strategic initiatives/Updates as and when required
- Expected to attend and represent WBR/MBR with clients/operations for respective processes as and when delegated by respective managers
- Needs to ensure that Quality certifications / recertification is completed as agreed with operations / clients
- Ensures respective Quality Analysts complete their monthly activities i.e. Quality Calibration, Process Knowledge Test, Gauge RNR & any other activity required for the specific process.
- Participates in Process Level Con calls with Clients & Operations to understand requirements leading to actions that meet the process requirements & client expectations
- Ensuring that regular updates and reports are sent to the Operations Team (Operations Manager, Team managers, Team Leaders) & respective Stakeholders
Key Skills:
- Email queue Knowledge
- Good analytical skills
- Time Management
- Ability to multitask
- Ability to work well in and promote a team environment
- Knowledge of NPS
- People management skills
- Flexible to adapt new workflows
- Excellent communication and comprehension skills are required
Critical Competencies:
- Customer Service
- Good analytical skills
- Must be very good with data representation
- Must be very good with MS Excel
- Time Management
- Ability to multi-task
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Assistant ManagerEmployement Type: Full timeContact Details:
Company: Teleperformance (TP)Location(s): Indore+ View Contact
Keyskills: Revenue Cycle Management AR Calling US Healthcare Denial Management Payment Posting RCM Claims Adjudication Claims Processing
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₹ 5.5-7.5 Lacs P.A
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