Quality Lead

Teleperformance

4d • $47,000 - $47,000 • Onsite

About The Position

The Quality Team Lead (QTL) is responsible for managing and executing the Quality Assurance (QA) program within contact center operations. This role ensures adherence to quality standards, Service Level Agreements (SLAs), and client expectations while driving continuous improvement across quality processes and team performance.

Nice To Haves

• Strong experience in Quality Assurance program management and planning.
• Advanced Excel and reporting skills with the ability to analyze and interpret quality data.
• Solid understanding of Quality Management Systems and QA frameworks.
• Strong verbal and written communication skills with the ability to present insights clearly.
• Proven ability to manage variance, perform root cause analysis, and develop storyboards.

Responsibilities

• Manages the quality program in alignment with BEST QA Framework requirements.
• Ensures achievement of quality SLAs and sampling targets.
• Conducts scheduled calibration sessions and publishes calibration reports.
• Performs and publishes Root Cause Analysis (RCA) for gaps in Quality, CSAT, and First Contact Resolution (FCR).
• Manages client calibration sessions and process change discussions.
• Partners with Operations to gather frontline insights and drive process improvements.
• Resolves disputes related to audit findings and quality evaluations.
• Tracks and manages floor-level process communications.
• Prepares QA staffing and scheduling plans as per defined frequency.
• Develops, tracks, and manages performance improvement plans for QA team members.
• Drives quality improvement initiatives across the QA team.
• Manages team motivation, engagement, and professional development.
• Ensures QA team adherence to schedules and quality processes.
• Acts as the primary point of contact with client quality and operations stakeholders.
• Presents customer service and quality improvement initiatives to clients and internal leadership.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees