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 Manager is responsible for driving quality excellence across high-volume contact center operations within the Travel and Hospitality domain. This role ensures compliance with client and regulatory requirements, customer experience standards, and operational KPIs while embedding a culture of continuous improvement. The position requires strong expertise in quality assurance methodologies, stakeholder management, and performance optimization.
Responsibilities
Quality Assurance & Compliance
Develops and implements quality frameworks aligned with internal Quality guidelines and client requirements.
Ensures adherence to compliance, data security, and risk management protocols.
Conducts regular audits and maintains zero tolerance for compliance breaches.
Demonstrates strong working knowledge of TP BEST QM Methodology.
Performance Monitoring & Reporting
Designs and maintains call monitoring scorecards tailored to Travel and Hospitality customer service processes.
Analyzes quality trends and performance data to drive improvements in CSAT, NPS, and First Call Resolution (FCR).
Prepares and presents quality dashboards, insights, and recommendations to senior leadership and clients.
Process Improvement
Leads Root Cause Analysis (RCA) for escalations, defects, and service failures.
Drives Lean / Six Sigma initiatives to improve efficiency and reduce quality defects.
Partners with Operations to implement corrective and preventive action plans.
Conducts competitive benchmarking and industry best practice studies to enhance process performance.
Stakeholder Management
Collaborates closely with client quality teams to align on Service Level Agreements (SLAs), compliance standards, and expectations.
Acts as a key quality advisor to operations, leadership, and client stakeholders.
Training & Development
Identifies skill gaps and recommends targeted training and quality interventions.
Leads calibration sessions with internal and client teams to ensure scoring accuracy and consistency.
Supports capability building across quality and operations teams.
Technology & Automation
Leverages speech analytics, AI-based Quality Assurance tools, and Robotic Process Automation (RPA) to enhance quality monitoring.
Recommends and supports digital solutions that improve compliance, efficiency, and customer experience.
Preferred Skills
Strong understanding of Travel and Hospitality contact center operations and customer journeys.
Proficiency in Quality Assurance methodologies, Root Cause Analysis, and Six Sigma (Green Belt preferred).
Excellent analytical, presentation, and stakeholder management skills.
Familiarity with QA tools and platforms such as Verint, NICE, and speech analytics solutions.
Ability to manage quality initiatives across multi-channel environments (voice, email, chat).
Critical Competencies
Demonstrates Analytical Thinking
Drives Continuous Improvement
Communicates Effectively
Builds Collaborative Relationships
Ensures Compliance & Quality Excellence
Experience & Education
Experience
Total Experience: 5–10 years in Quality Assurance.
Relevant Experience: Minimum 3 years supporting Travel or Hospitality contact center operations.
Operational Exposure: Experience managing large-scale QA teams and multi-channel service environments.
Education & Certifications
Education: Graduate or Postgraduate degree in Business, Finance, or a related field.
Preferred Certifications: Six Sigma, COPC, or Hospitality Compliance certifications.
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.
Location
Candidates are advised to be within travel distance from our primary locations: Yonge- Eglinton Midtown Toronto
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.
