Business Quality Manager

2 semanas atrás


Lisboa, Portugal Teleperformance Tempo inteiro

The Business Quality Manager is a subject-matter expert (SME) in Business Quality Improvement and its mission is to support the Quality in operations, monitor Business KPI´s and reduce service defects, non-added value tasks, always looking for improvements opportunities in the projects under her/his umbrella. He is responsible to provide added value to the operation, by analyzing transaction monitoring results, CSAT and DSAT with the information collected perform a root cause analysis and thus providing guidelines to the operation so as to improve the KPIs of the program. Other KPIs that we intend to work on are AHT, Sales/hour, Conversion Rate, briefly all non-technical KPIs such as SLA, handle rate, and will be responsible for managing Business Quality Analysts (BQA).v


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