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Quality Assurance Manager

1 month ago

Staten Island, New York, United States Teleperformance Full time
Job Summary

Teleperformance is seeking a highly skilled Quality Assurance Manager to lead and manage a QA team. The ideal candidate will have experience in managing quality in Business Process Outsourcing or Contact Centres, leading cross-functional quality improvement projects and teams.

Key Responsibilities
  • Lead and manage a QA team to introduce and manage initiatives related to quality assurance audits, drive audit automation and efficiency, and effective client and program level engagements.
  • Collaborate with Training using data analysis to identify areas of opportunities to introduce training or coaching to further improve quality in operations.
  • Drive continuous improvement within the programs supported, in accordance with the Teleperformance BEST QA standard.
Requirements
  • 3+ years of demonstrated management ability across diverse functions.
  • Proven track record of collaborating with cross-functional groups to produce results.
  • Strong practical experience with Excel (PivotTable, Charts, Statistical functions).
  • Excellent communication skills.
  • Strong critical thinking and exceptional problem-solving skills.
  • Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus.