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About TPTP 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 TrainingCompetitive WagesFull Benefits (Medical, Dental, Vision, 401k and more)Paid Time OffEmployee wellness and engagement programsTP and You Through a balancedhigh-tech andhigh-touchapproachblended withdeepindustry and geographic expertise, wemake people's livessimpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only thebest 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!Your ResponsibilitiesEnsure awareness, understanding and, Certification on Content Policy and Operational guidelinesMonitor reviews and provide information on observable attributesin accordance withestablished quality guidelinesPartner with client teams to ensure that the decisions made are being regularly audited for accuracy and that the performance feedback is sharedwiththeresponsible teamsComplete all audits in the requiredtimeframeand providetimelyand usable feedback to ‘Reviewers’ to drive performanceConduct root cause and other data analysis, todetectopportunitiesfor improvement for the KPIsWork closely with responsible Internal Ops & Quality stakeholders to aggregate, prioritize, and report on the top issuesimpactingKPIsProactivelyidentifyareas of client policies/operational guidelines requiring training and work with the training partners to ensure any trainings gaps are filled within the requiredtimeframeAct as Subject Matter Expert (SME) for QAevaluationsandbe able to calibrate the evaluation criteria agreed with the clientAct as escalation point of contact for process questions, issues, and resolutionParticipate in client calibrations and develop calibrationsfortheinternal staffCollaborate with the relevant Ops & Quality stakeholders for performance enhancement of least performing personnelBecome and remain knowledgeable about client processes/policies/ updates and the community standardsParticipate as project team member in problem prevention and continuous improvementprojectsIdentifyimprovement opportunitiesSend reports of quality results to internal Ops & Quality stakeholdersSupport every aspect of internal quality from audit planning, implementation, feedback, and re-audit ifrequiredContribute to the QA Team's development and share knowledge within the teamMake well balanced decisions and personally driven to be an effective advocate of the OrganizationRequired SkillsBasic QualificationsHigher, secondary specialized education,Bachelor'sdegree is preferred4+ years of work experience working within a QA capacity3+ years of work experience working in T & S Quality role1+ yearsclientservice-related work experienceFluent in English and regional language as per the requirementPreferred QualificationsAbility toidentifyoperational opportunities for improvementExcellent communication and interpersonal skillsStrong organizational and administrative skillsAbility tooperatewithin a team environment, multi-tasking,andprioritizing work across supported clientsUse appropriate mannerisms/behaviourwhen interacting with client groups and/or end-usersCommunicate comfortably with Teleperformance management or client points of contact.Escalate conflictsin a timely mannertoappropriate personnelMentor and coach othersParticipateandleadin analyzing operational opportunities for improvement and present findings and recommendations to theappropriate teamsfor action.Identifybarriers to effective teamwork.Cognitive Ability -Adaptable to learn new processes, concepts, and skillsDemonstrates the ability to work as part of ateamaddingpositiveattitude and business focus.Productsexperience:including Gmail, Calendar, Drive, Docs, SheetsBEST SkillsProcess ExcellenceCollaborationCommunicationEmotional IntelligenceOpen-MindednessCritical ThinkingSolution OrientationEntrepreneurshipAI ProficiencyData LiteracyBe Part of Our TP FamilyIt 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.TP is an Equal Opportunity Employer