Quality Analyst

Job description

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 QC Role - Quality Control 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 What you’ll do: The Global Quality Control Lead is responsible for building and maintaining the operational requirements for Regional QC and Hybrid QA Leads to execute on their daily rhythms, manage the accountability systems for those daily rhythms, and be the primary point of contact for program reporting and communication. The Global QC Lead is the key operational owner for Quality Control program success. Escalation Management Own the Escalation playbook and operating systems ensuring an optimal workflow and reporting system globally Manage escalation identification tooling (trackers, AI scorecards, automated scripts), identify and fix if gaps occur Introduce new identification tooling for updated escalatory behaviors Deliver monthly reporting on escalation prevalence, SLA attainment, and trends Track QC Lead and Sales manager OKRs through defined escalation SLAs. Ensure attainment of those metrics each quarter. High Risk Auditing Build an optimized high-risk auditing procedure. Maintain the systems and tooling to enable this process for Quality Control Leads Evaluate QC scorecard and AI scorecards for regular improvements Own all reporting and dashboards for high-risk auditing reporting Run Calibration testing processes with Global QC+QI Leads to ensure aligned assessment Track QC Lead and Sales manager OKRs through defined audit target goals. Ensure attainment of those metrics each quarter. Gong Management Manage Gong platform for manual scorecard operations, AI scorecard operations, and in-Gong reporting tools Manage back-end AI scorecard operations, and consistently test for AI Escalation scorecard reliability and consistency. Stay current with Gong updates and impacts to daily operations for Sales Managers and Quality Control Leads. Innovate platform usage within daily operating rhythms Stakeholder Management and Governance Maintain documentation for scorecard definitions, escalation criteria, and decision logs. Partner with Sales Enablement in onboarding certification criteria and support Consult with legal and policy stakeholders to ensure recording compliance and escalatory parameters Consult with Sales Strategy and Operations for shared tooling and resource management Collaborate closely with executive leadership to align regional initiatives with Global QC parameters Manage any project management documentation and tracking mechanisms Requirements: 5+ years of experience, including: 2+ years of sales or sales management experience, preferably in the ad tech, digital advertising or digital marketing industry 3+ years of QA experience Previous management experience Exceptional communicator with proven ability to present program performance clearly to senior leadership across global regions Experienced people manager comfortable leading multiple managers across distributed regions Strong problem solver who identifies gaps, develops recommendations, and drives solutions to completion Highly organized with the ability to manage complex projects and navigate competing priorities Analytically fluent; able to interpret data and communicate findings clearly to varied audiences Demonstrated ability to influence cross-functional stakeholders and advise leadership on strategic QA priorities Self-directed and resourceful; thrives in fast-moving environments and delivers results without waiting for direction Business fluency in English High comfort with ambiguity; able to build scalable solutions in evolving, undefined spaces Strong attention to detail Experience with Salesforce, Gong, and Medallia Familiarity with virtual sales organization environments 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.