Quality Analyst

Teleperformance•Toronto, ON

13d•Hybrid

About The Position

Teleperformance is a worldwide leader in client experience management and contact center business outsourcing. With more than 500,000 employees, we have developed an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. We are ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; and have earned Best Employer certification in 64 countries covering more than 97% of the total workforce. At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment. We foster an autonomous, progressive, flexible, innovative, and inclusive work environment.

Requirements

5+ years in Sales Ops, BizOps, Strategy & Operations, Enablement Analytics, Quality/Performance Analytics, or similar
Strong analytical skill set: ability to run repeatable analyses and interpret results (Sheets/Excel required; SQL strongly preferred)
Experience translating analysis into clear executive-ready narratives and recommendations
Strong stakeholder management and influence; able to drive alignment without direct authority
Comfort operating in ambiguity and building scalable reporting frameworks

Nice To Haves

Experience with call transcript data, conversation intelligence tools, QA scorecards, or AI prompting
Familiarity with basic statistical concepts (correlation, cohorting, seasonality effects, bias/confounds)
Experimentation or evaluation experience (A/B tests, pre/post designs, training effectiveness measurement)
Experience in B2B sales, ads/marketing, or platform-based commercial environments

Responsibilities

Deliver on regional / global insights based on call data
Leverage the right tools for accurate assessment of call data
Measure adoption of sales motions at a weekly cadence, produce trend analyses at the end of sales motion period
Produce clear “so what” narratives for leaders with key findings
Deliver on a quarterly Regional Performance Improvement Analysis
Build out appropriate QA-metric tracking systems and dashboards for regular review and analysis
Identify new QA metrics and adapt tracking mechanisms as needed
Identify which behaviors, cohorts, or roles signal the need for enablement or sales manager intervention using a high level of data capture and data analysis capability.
Separate signal from noise: control for basic confounds where possible (tenure, book size, segment, seasonality) and communicate limitations appropriately.
Identify factors for AI scorecard improvement during evaluation periods
Own the QI<>SE<>Sales Leadership Flywheel
Communicate behaviors, cohorts, or roles that require enablement or sales manager intervention clearly and effectively
Develop ongoing measurement systems to measure success of the flywheel
Ensure timely and clear presentation of quality improvement priorities
Partner with regional Sales Leaders, Enablement, Functional Leads, and Industry Managers to convert insights into a prioritized action plan with owners and timelines.
Facilitate Quality Improvement forums where insights are reviewed, actions are committed, and progress is tracked.
Maintain a feedback loop: collect qualitative context from the field and reflect it back into analysis design and reporting.