Barcelona, Catalonia, Spain | ST_QA_TL

Teleperformance is a worldwide leader in customer experience management and contact centre 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 Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work, AENOR and Top Employer), We’re looking for a Team Leader for the Quality team, with outstanding FINTECH product knowledge and a passion for quality & processes. Candidates should possess strong business acumen and strategic perspective, and be able to manage multiple projects simultaneously in a fast-paced environment.

Purpose of the role:

Reporting directly to the Multilingual Training Manager, the TL will be responsible for managing Quality Analysts and processes, as well as defining and implementing strategies to ensure the execution of the quality processes and activities for all LOBs. The TL will work in alignment with Training and Ops Management to ensure the achievement of targets related to the quality KPIs.

Responsibilities

  • Define in alignment with Ops management quality strategies and processes
  • Manage a team of QA and specialists of different LOBs and oversee the end-to-end quality review cycle for each of the LOB assigned
  • Oversee the reporting of quality results and manage the implementation of action plans based on quality insights
  • Monitor team performance and report on metrics to perform outstanding results
  • Conduct 121s with the QA assigned and provide coaching and feedback
  • Be the Main POC of quality for all Stakeholders of the LOB assigned
  • Coordinating QA Communication
  • Recognize high performance and reward accomplishments
  • Develop strategies to promote team member adherence to company regulations and performance goals

Requirements

  • BA/BS degree or equivalent practical experience
  • At least 1 Year experience in quality dept of multilingual ops
  • Strong experience in managing processes,people & creating a streamline communication with other departments
  • Strong influencer that can act on management level and influence internal stakeholders that can drive change at the string pace needed
  • Ability to speak and write English fluently and idiomatically (Additional language is a plus)
  • Outstanding organizational skills and analytical skills
  • Desirable project management skills
  • Ideally Yellow Belt/Green Belt certification

Benefits

  • Full-time (39 hours/week)
  • Relocation Package (flight, PCR test and economic support for accommodation)
  • Referral Program: Bring a Friend and get a Referral fee (600€ -1000€ depending on the language/project)
  • Salary: 25.000€ gross/year + up to 2.000€ gross/year in bonus
  • Continuous training and development program
  • Employment with the world’s largest provider of contact center services
  • Excellent work environment, great colleagues, social arrangements and personal development
  • Dynamic business casual environment with colleagues of all ages gathered in a highly-motivated team

Aplicar ahora

  • Datos de contacto

  • Dinos qué idiomas puedes hablar y a qué nivel
  • Perfil profesional

  • Tipos de archivos aceptados: pdf, doc, docx, Tamaño máximo de archivo: 64 MB.
  • CV
    Formatos válidos: PDF, Doc, Docx
  • ¿Cómo prefieres ser contactado/a?

    Marca todas las opciones que desees.
  • Este campo es un campo de validación y debe quedar sin cambios.