Quality Analyst

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 Role & Profile: Quality Assurance Analyst I

Advertised as : Quality Analyst

Location: Toronto Office (Eglinton East or The Well, DT Toronto)- Hybrid

Reports to: Quality Assurance Team Lead / Manager

Contract: Regular, Full-time

Education: College Diploma / Degree

Travel Requirements: No

For existing vacancy : Yes

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

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Perform quality and process adherence review of contractor’s agents providing support services to clients customers and end users regarding their interactions with client’s customers and end users and work closely with client to update and implement changes to quality processes and criteria as these changes arise. This includes performing quality evaluations for each agent/ TL in accordance with SLAs

Interpret and implement quality assurance standards

• Before each agent commences insuring and certifying that each agent (including TLs) is qualified based on minimum requirements guidance and/ or mock calls certification

• Track, measure and report metrics as per agreement with client

Attend and lead calibration sessions

• Analyze data to identify trends, behaviors and areas of improvement through audits

• Keep track on the improvement of agents especially outliers

• Conduct calibration sessions and team huddles focused on quality

• Partner with Training to identify site/ agent opportunities and trend analysis to help determine training solutions to be done to address the areas for improvement

• To work closely with Operations to ensure that the agents are able to strategize along with the other departments to ensure that we are meeting the client and company targets

Performance Improvement, Process Excellence and Continuous Improvement

• To the extent that the nature of the services requires supplier to process personal data (as defined by Agreement/s Sow or MSA) supplier warrants that any processing of such personal information will be carried out in compliance with each relevant provision of the data protection law applicable to supplier

• Problem area identification, suggestions to training to solve for it The role covers a broad set of responsibilities requiring expertise in strategic communications and knowledge of digital and content marketing, and communications design, development and execution.

• At least a Vocational Diploma/Short Course Certificate, Bachelor’s/ College Degree in any field

• Team player with great attention to details and ability to drive impactful insights

• Effective facilitation skills in client and staff meetings

Required Skills

Exceptional interpersonal and motivational skills

• At least 2 years of work experience in Quality Assurance in a B2B Customer Service environment

• At least 1 years of B2B Customer Service experience

• Knowledge of BPO voice and back office performance metrics

• Excellent computer skills, including but not limited to MS Office and G Suite

Effective decision-making skills

• Ability to provide constructive feedback and identify opportunities for coaching

Solid understanding of workflow and Salesforce

Benefits & Perks

• 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 9 weeks of training and nesting which consists of 3 weeks of classroom training, 2 weeks of applied learning, 4 weeks of ticketing (nesting), and 2 weeks of 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.

Schedule

• Fixed schedule Monday to Friday, 9 hrs shift from 9 AM to 6 PM.

Location

• Candidates are advised to be within travel distance from our primary locations: Yonge- Eglinton & The Well, Downtown Toronto.

• Hybrid setup, 4 weeks of product training will be on-site.

Diversity, Equity & Inclusion

TP is home to a global family with various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.

Please note that we may use artificial intelligence (“AI”) tools to support certain aspects of the recruitment process, such as sourcing candidates, reviewing applications, analyzing resumes, and summarizing interviews. These tools are used to assist our recruitment team in evaluating job-related qualifications and do not replace human judgment or decision-making. Employment decisions are not made solely by automated systems. We take steps designed to help ensure that our use of AI tools is appropriate, fair, and consistent with applicable privacy, human rights, and employment laws.

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.