Overview

Lead and manage a QA team - introduce and manage initiatives related to quality assurance audits, drive audit automation and efficiency, effective client and program level engagements, work with the operations leaders to drive ops quality improvement. Actively use Lean 6 Sigma in projects to completion and quantification of impact. Collaborate with Training using data analysis to identify areas of opportunities to introduce training or coaching to further improve quality in operations.

Responsibilities

• The Quality Manager will be responsible for setting and driving the Quality strategy within the programs in KL/PJ site and in accordance with the Teleperformance BEST QA standard. He will drive continuous improvement within the programs he supports.

Qualifications

• Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams