The successful candidate will provide management and leadership for a team of Quality Analysts within the retail environment.  The role will involve working alongside the Operational Teams to understand quality requirements, become a subject matter lead for quality, and ensure successful delivery of our quality management program. Additional tasks would include leadership, coordination, continuous improvement and insight to effectively deliver quality against client quality frameworks and standards whilst mitigating any risk to monthly service credits. You will fully embrace our market leading Operational Processes & Standards, working within our Best QA guidelines. 

Qualifications & Experience Required:

• 2-3 years in a Quality Assurance Team Leader position
• Experience producing performance reports at a management level 
• Matric or Equivalent (Essential)
• Experience in Microsoft Office and reporting tools 
• Experience using data analysis to drive continuous improvement 

      Directly manage, measure, develop, motivate and organize the QA Team 

• Overall responsibility for ensuring quality targets is met effectively and efficiently 
• Reporting and presentation of both high-level summary information and in-depth analysis when required to internal and external stakeholders, along with representing Teleperformance Quality in MBRs/QBRs/ABRs 
• Work in collaboration with Operational stakeholders & the Learning & Development team 
• Ensure consistency in approach of the verification undertaken by the team through adhering to Teleperformance Best QA processes 
• Undertake root cause analysis in order to understand, identify and report on both Quality Assurance performance; providing opportunities for continuous improvement and maintaining governance in an FCA regulated environment 
• Responsible for continuous improvement of quality framework 
• Overseeing the Quality challenge process 
• Main point of contact for client on all Quality related matters 
• Reporting and presentation of both high-level summary information and in-depth analysis when required to internal and external stakeholders, along with representing Teleperformance Quality in MBRs/QBRs/ABRs 

Emotional Intelligence

• Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of action.  
• Listens actively to the (emotional) needs of your team members, strives to understand them and acts appropriately to build positive relationships.  

Entrepreneurship

• Visionary leadership often requires taking initiative, managing risks, and driving innovation. 

Communication

• Clear, persuasive, and empathetic communication is a cornerstone of effective leadership. 

Collaboration

• Effective interpersonal skills are essential for teamwork and building strong professional relationships. 

Open-Mindedness

• Being receptive to different perspectives helps in building meaningful relationships. 

Solution Orientation 

• Problem-solving is the process of analyzing an issue, finding its causes, and figuring at the best way to fix it. 
• Solution orientation is the mindset of focusing on solutions instead of just the problem. 
• They work together because: 
• Problem-solving helps understand the issue. 
• Solution orientation keeps to things positive and action-focused instead of getting stuck on obstacles. 
• Together, they ensure both analysis and action to fix problems efficiently 

Process Excellence

• Achievement-oriented individuals strive for efficiency and effectiveness in their work. 

Critical Thinking

• They analyze situations to overcome obstacles and achieve results.