About Us
Teleperformance is a worldwide leader in customer experience management and contact center business process outsourcing. Our company employs around 300.000 people working in over 265 dialects and languages, in 80 countries, operating across all business sectors and all continents on behalf of major international companies.
Teleperformance Canada, with more than 1200+ employees, part of the fortune 25 and certified with Great Place to Work, is looking for a group of highly-skilled professionals.
Our Work Culture
At Teleperformance, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.
Minimum Qualifications
● At least a Vocational Diploma/Short Course Certificate, Bachelor’s/ College Degree in any field
● At least 2 years of work experience in Quality Assurance in a B2B sales environment
● At least 1 years of B2B sales experience
● Team player with great attention to details and ability to drive impactful insights
● Effective facilitation skills in client and staff meetings
Preferred Qualifications
● Exceptional interpersonal and motivational skills
● 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
Deliverables
● 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.
Base Salary-$51,000 per year with a minimum of 5% OTE.
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 4 weeks training, 2 weeks leave.
● Continuous learning through progressive training that is specific to your tenure and skills.
● Competitive salary with incentive programs
● Positive and supportive environment
● Weekly Friday socials, trivia nights, games, and movie outings.
● 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 location Yonge & Eglinton.
● Hybrid setup, 4 weeks of product training will be on-site.
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