Quality Manager - Customer Service - BPO

Quality Manager

We are hiring for Teleperformance India for Gurgaon location

This role is responsible for :

- Sample and evaluate contact transactions

- Report results of evaluations to Quality/Operations

- Run analysis on contact evaluations and highlight trends

- Coach agents based on evaluation trends to improve their technical capabilities

- Use trends to identify training needs and developing action plans

- Help technical support executive to understand appropriate troubleshooting approach

- Participate in calibration sessions with Quality/Operations

- Maintain current understanding of program strategies

- Support management focus on review of key drivers, metrics and operational processes that drive KPI results

- Demonstrate commitment to program internal customer satisfaction