Quality Analyst

Teleperformance•Toronto, ON

13d•Hybrid

About The Position

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.

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

Responsibilities

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.
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.
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
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