Trust & Safety Assistant Quality Manager

Teleperformance•Jensen Beach, FL

About The Position

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways. With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. Benefits of working with TP include: Paid Training Competitive Wages Full Benefits (Medical, Dental, Vision, 401k and more) Paid Time Off Employee wellness and engagement programs TP and You Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen. Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

Requirements

Higher, secondary specialized education, Bachelor's degree is preferred
4+ years of work experience working within a QA capacity
3+ years of work experience working in T & S Quality role
1+ years clientservice-related work experience
Fluent in English and regional language as per the requirement
Ability to identify operational opportunities for improvement
Excellent communication and interpersonal skills
Strong organizational and administrative skills
Ability to operate within a team environment, multi-tasking,and prioritizing work across supported clients
Use appropriate mannerisms/behaviour when interacting with client groups and/or end-users
Communicate comfortably with Teleperformance management or client points of contact.
Escalate conflicts in a timely manner to appropriate personnel
Mentor and coach others
Participate andlead in analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action.
Identify barriers to effective teamwork.
Cognitive Ability -Adaptable to learn new processes, concepts, and skills
Demonstrates the ability to work as part of a team adding positive attitude and business focus.
Products experience: including Gmail, Calendar, Drive, Docs, Sheets

Responsibilities

Ensure awareness, understanding and, Certification on Content Policy and Operational guidelines
Monitor reviews and provide information on observable attributes in accordance with established quality guidelines
Partner with client teams to ensure that the decisions made are being regularly audited for accuracy and that the performance feedback is shared withthe responsible teams
Complete all audits in the required timeframe and provide timely and usable feedback to ‘Reviewers’ to drive performance
Conduct root cause and other data analysis, to detectopportunities for improvement for the KPIs
Work closely with responsible Internal Ops & Quality stakeholders to aggregate, prioritize, and report on the top issues impacting KPIs
Proactively identify areas of client policies/operational guidelines requiring training and work with the training partners to ensure any trainings gaps are filled within the required timeframe
Act as Subject Matter Expert (SME) for QA evaluationsand be able to calibrate the evaluation criteria agreed with the client
Act as escalation point of contact for process questions, issues, and resolution
Participate in client calibrations and develop calibrations forthe internal staff
Collaborate with the relevant Ops & Quality stakeholders for performance enhancement of least performing personnel
Become and remain knowledgeable about client processes/policies/ updates and the community standards
Participate as project team member in problem prevention and continuous improvement projectsIdentify improvement opportunities
Send reports of quality results to internal Ops & Quality stakeholders
Support every aspect of internal quality from audit planning, implementation, feedback, and re-audit if required
Contribute to the QA Team's development and share knowledge within the team
Make well balanced decisions and personally driven to be an effective advocate of the Organization