Overview:Teleperformance 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. We also provide services in 300 languages and dialects.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 CultureAt Teleperformance, 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 growFlexible - We believe in resultsInnovative - All ideas mattersInclusive - Everyone is Included and everyone winsWe work hard and party even harderAnnual Base Salary of CAD $51,000 with earning potential up to 5%.Benefits & PerksEstablished 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 4 weeks training, 2 weeks leave.Continuous learning through progressive training that is specific to your tenure and skills.Competitive salary with incentive programsPositive and supportive environmentWeekly Friday socials, trivia nights, games, and movie outings.Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.ScheduleFixed schedule Monday to Friday, 9 hrs shift from 9 AM to 6 PM.LocationCandidates are advised to be within travel distance from our primary location Yonge & Eglinton.Hybrid setup, 4 weeks of product training will be on-site.#GOO6#GOO1#X003Qualifications:At least a Vocational Diploma/Short Course Certificate, Bachelor’s/ College Degree in any fieldTeam player with great attention to details and ability to drive impactful insightsEffective facilitation skills in client and staff meetingsExceptional interpersonal and motivational skillsAt least 2 years of work experience in Quality Assurance in a B2B sales environmentAt least 1 years of B2B sales experienceKnowledge of BPO voice and back office performance metricsExcellent computer skills, including but not limited to MS Office and G SuiteEffective decision-making skillsAbility to provide constructive feedback and identify opportunities for coachingSolid understanding of workflow and SalesforceResponsibilities:Perform quality and process adherence review of contractor’s agents providing support services to clients customers and end users regarding their interactions with client’s customers and end users and work closely with client to update and implement changes to quality processes and criteria as these changes arise. This includes performing quality evaluations for each agent/ TL in accordance with SLAsInterpret and implement quality assurance standardsBefore each agent commences insuring and certifying that each agent (including TLs) is qualified based on minimum requirements guidance and/ or mock calls certificationTrack, measure and report metrics as per agreement with clientAttend and lead calibration sessionsAnalyze data to identify trends, behaviors and areas of improvement through auditsKeep track on the improvement of agents especially outliersConduct calibration sessions and team huddles focused on qualityPartner with Training to identify site/ agent opportunities and trend analysis to help determine training solutions to be done to address the areas for improvementTo work closely with Operations to ensure that the agents are able to strategize along with the other departments to ensure that we are meeting the client and company targetsPerformance Improvement, Process Excellence and Continuous ImprovementTo the extent that the nature of the services requires supplier to process personal data (as defined by Agreement/s Sow or MSA) supplier warrants that any processing of such personal information will be carried out in compliance with each relevant provision of the data protection law applicable to supplierProblem area identification, suggestions to training to solve for it The role covers a broad set of responsibilities requiring expertise in strategic communications and knowledge of digital and content marketing, and communications design, development and execution.
