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.
Why Choose Teleperformance?
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.
Become Part of an Exceptional Team!
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
About the Job
The Quality Team Lead (QTL) is responsible for managing and executing the Quality Assurance (QA) program within contact center operations. This role ensures adherence to quality standards, Service Level Agreements (SLAs), and client expectations while driving continuous improvement across quality processes and team performance.
Responsibilities
Quality Program Management
Manages the quality program in alignment with BEST QA Framework requirements.
Ensures achievement of quality SLAs and sampling targets.
Conducts scheduled calibration sessions and publishes calibration reports.
Performs and publishes Root Cause Analysis (RCA) for gaps in Quality, CSAT, and First Contact Resolution (FCR).
Manages client calibration sessions and process change discussions.
Partners with Operations to gather frontline insights and drive process improvements.
Resolves disputes related to audit findings and quality evaluations.
Tracks and manages floor-level process communications.
Prepares QA staffing and scheduling plans as per defined frequency.
Team Management
Develops, tracks, and manages performance improvement plans for QA team members.
Drives quality improvement initiatives across the QA team.
Manages team motivation, engagement, and professional development.
Ensures QA team adherence to schedules and quality processes.
Client Orientation & Reporting
Acts as the primary point of contact with client quality and operations stakeholders.
Presents customer service and quality improvement initiatives to clients and internal leadership.
Preferred Skills
Strong experience in Quality Assurance program management and planning.
Advanced Excel and reporting skills with the ability to analyze and interpret quality data.
Solid understanding of Quality Management Systems and QA frameworks.
Strong verbal and written communication skills with the ability to present insights clearly.
Proven ability to manage variance, perform root cause analysis, and develop storyboards.
Critical Competencies
Supports Innovation & Continuous Improvement
Takes Initiative to Deliver Team Objectives
Coaches, Trains & Develops Others
Demonstrates Quality & Improvement Focus
Communicates Effectively
Benefits & Perks
Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
Robust career path with a full development plan and the opportunity to grow in the organization.
Paid 5 weeks training and nesting, 4 weeks ticketing, 2 weeks annual leave.
Continuous learning through progressive training that is specific to your tenure and skills.
Competitive salary with incentive programs
Positive and supportive environment
Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.
Salary
$47,000 annually
Location
Candidates are advised to be within travel distance from our primary locations: Yonge- Eglinton Midtown Toronto
Work on-site setup
Teleperformance welcomes and encourages applications from people with Disabilities. Should you be invited to participate in the selection process, we are committed to accommodate 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.
