Quality Lead Teleperformance Global Services FZ-LLC

Quality Metrics & Performance Management: Champion quality metrics as benchmarks for diverse processes, focusing on Call Quality, FCR, CES, NPS, CSAT, and other pivotal metrics.

BEST QM Implementation : Ensure implementation of BEST QM across all accounts Client Relationship Management: Excel in managing client relations, ensuring client needs and expectations are met with the highest standard of service quality and responsiveness.

Team Leadership & Development: Direct a team of quality assurance professionals, focusing on their continuous development and adherence to quality standards. Design and execute development plans that foster skill enhancement and career progression.

Quality Reporting & Compliance: Ensure the accuracy and timeliness of quality reporting, adhering to compliance standards. Develop and refine quality management processes to ensure efficiency and effectiveness.

Methodology & Calibration: Conduct calibration using methodologies such as Gauge R&R and Discussion calibration to standardize quality parameters. Support process owners in metric management, identifying improvement opportunity.