What are the responsibilities and job description for the Quality Assurance Strategist position at Teleperformance USA?
About the Role:
We are seeking a highly skilled Quality Assurance Strategist to join our team at Teleperformance USA.
Job Summary:
The Quality Assurance Strategist will be responsible for leading and managing a QA team, introducing and managing initiatives related to quality assurance audits, driving audit automation and efficiency, effective client and program level engagements, and working with operations leaders to drive ops quality improvement.
Responsibilities:
- Lead and manage a QA team to introduce and manage initiatives related to quality assurance audits
- Drive audit automation and efficiency
- Effective client and program level engagements
- Work with operations leaders to drive ops quality improvement
- Collaborate with Training using data analysis to identify areas of opportunities to introduce training or coaching to further improve quality in operations
Key Qualifications:
- 3 years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors etc.)
- Proven track record of collaborating with cross-functional groups to produce results
- Demonstrated ability to perform well in a rapidly changing and extremely global team
- Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required
- Excellent communication skills
- Strong critical thinking and exceptional problem-solving skills
- Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level
- Passion for our mission of ensuring a world class support experience for our community
Salary Estimate: $80,000 - $110,000 per year
Location: Kuala Lumpur/Petaling Jaya
Benefits: Competitive salary, comprehensive benefits package, and opportunities for career growth and development.
Salary : $80,000 - $110,000
