Join Teleperformance – Where Excellence Meets Opportunity!
Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.
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We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.
Utilize advanced support technologies and processes engineered to achieve outstanding results.
We cultivate lasting client relationships and make positive contributions to our local communities.
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Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.
Job Description
QI Role - Quality Improvement Lead
About Us
TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.Our Work Culture
At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.
Autonomous - We encourage and trust your decision-making skills.
Progressive work environment- If you have skills to prove we have all ladders for you to grow
Flexible - We believe in results
Innovative - All ideas matter
Inclusive - Everyone is Included and everyone wins
Role Summary
The Quality Improvement Lead drives measurable sales performance improvement by translating quality signals (call behaviors, sales motion adoption, and execution inputs) into clear, prioritized insights and recommendations for regional stakeholders. This role owns regional quality analytics and insight delivery—running repeatable analyses that identify behaviors correlated with top performance, monitoring adoption of sales motions and implementation standards, and partnering with Enablement and Functional Leaders to design and assess training effectiveness. The QI Lead is a key connector between data, field execution, and behavior change.
Key Responsibilities
1) Voice of Customer/Voice of Seller insights
- Deliver on regional / global insights based on call data
- Leverage the right tools for accurate assessment of call data
- Measure adoption of sales motions at a weekly cadence, produce trend analyses at the end of sales motion period
- Produce clear “so what” narratives for leaders with key findings
2) Performance Improvement Analyses
- Deliver on a quarterly Regional Performance Improvement Analysis
- Build out appropriate QA-metric tracking systems and dashboards for regular review and analysis
- Identify new QA metrics and adapt tracking mechanisms as needed
- Identify which behaviors, cohorts, or roles signal the need for enablement or sales manager intervention using a high level of data capture and data analysis capability.
- Separate signal from noise: control for basic confounds where possible (tenure, book size, segment, seasonality) and communicate limitations appropriately.
- Identify factors for AI scorecard improvement during evaluation periods
- Own the QI<>SE<>Sales Leadership Flywheel
- Communicate behaviors, cohorts, or roles that require enablement or sales manager intervention clearly and effectively
- Develop ongoing measurement systems to measure success of the flywheel
- Ensure timely and clear presentation of quality improvement priorities
3) Stakeholder Collaboration & Change Enablement
- Partner with regional Sales Leaders, Enablement, Functional Leads, and Industry Managers to convert insights into a prioritized action plan with owners and timelines.
- Facilitate Quality Improvement forums where insights are reviewed, actions are committed, and progress is tracked.
- Maintain a feedback loop: collect qualitative context from the field and reflect it back into analysis design and reporting.
Required Qualifications
- 5+ years in Sales Ops, BizOps, Strategy & Operations, Enablement Analytics, Quality/Performance Analytics, or similar
- Strong analytical skill set: ability to run repeatable analyses and interpret results (Sheets/Excel required; SQL strongly preferred)
- Experience translating analysis into clear executive-ready narratives and recommendations
- Strong stakeholder management and influence; able to drive alignment without direct authority
- Comfort operating in ambiguity and building scalable reporting frameworks
Preferred Qualifications
- Experience with call transcript data, conversation intelligence tools, QA scorecards, or AI prompting
- Familiarity with basic statistical concepts (correlation, cohorting, seasonality effects, bias/confounds)
- Experimentation or evaluation experience (A/B tests, pre/post designs, training effectiveness measurement)
- Experience in B2B sales, ads/marketing, or platform-based commercial environments
Core Competencies
- Analytical rigor + practical judgment (directional insights that drive action)
- Executive communication (clear, concise, credible)
- Systems thinking (connecting behaviors, motions, training, and outcomes)
- Change enablement mindset (turn insights into behavior change)
- Collaboration and facilitation (drive cross-functional action)
Key Stakeholders
- Regional Sales Leadership (Directors/Managers/IMs)
- Sales Enablement (program design, reinforcement, coaching guides)
- Functional Leads (specialists: measurement, creative, strategy, policy, etc.)
- Sales Ops / Business Ops / Analytics
- QC/QA counterparts (scorecard governance, calibration, escalations trends)
Schedule
Fixed schedule Monday to Friday, 9 hrs shift from 9 AM to 6 PM.
Hybrid setup, 4 weeks of product training will be on-site.
Teleperformance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet your needs.
Be One of Our People:
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer
Job Application Accommodation:
If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.
