Your Role

The Quality Assurance Manager is an SME in continuous improvement and data analytics. They are responsible to be the bridge on quality processes and actionable insights between TPs internal department and our client’s.
Besides monitoring the business (K)PIs and reducing defects, the QAM is also looking how the insights can be translated into business cases to improve the financial health of the project/company. This is done following a Lean Six Sigma mindset and toolkit, with the final outputs being LSS projects.
The QAM is responsible for managing the QAAM and the final responsible on the quality staffing, delivery output and continuous improvement reports and control.

What you'll do

• Lead the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions):
• Identify risks in the various projects and suggest ways of internal control to mitigate the associated risks and opportunities of improvement;
• Responsibility to ensure the implementation of BEST QA certification and good results in BEST QA audits;
• Ensure the delivery the Reporting and Business Analysis by Business Quality Analyst: LLearning Curve, KPI Correlation, Daily Quality Status, Top Call Drivers and O utlier Analyses;
• Client Product and competitors analyses Ci2;
• Ensure CSAT Analysis;
• Ensure Consistency with calibrations sessions & Spot Check, represent quality in site visits, Share Quality Best Practices and Support continuous innovation and improvement in projects;
• Able to provide a continuous analysis to Board, as well to the main managers and executives responsible training within the company;
• Responsible to create and upload in https://app.onetrust.com, according to GDPR legislation in force.

What you'll need

• Bachelor degree or Graduate (preferentially);
• Relevant evidence of quality certifications (preferentially, but not exclusive);
• Fluency in English and Portuguese – Additional knowledge of other languages is a plus (German, French and Spanish);
• Best QA and TOPS Training (to be given);
• At least 3 year professional experience in Six Sigma Projects; Minimum 3 years of experience Managing Quality teams (Must have);
• Professional experience in customer experience environment and/or related industries experience; (preferentially);
• Proven record of quality initiatives and program design.

Benefits

• Excellent work opportunity in a dynamic leading multinational company;
• Possibility of cooperation with leaders in various industries;
• Investment in training and personal development;
• Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
• Health Insurance;
• Free language courses, sport activities and organized events;
• Free healthy meals in the cafeterias, such as soup, bread, salad and fruit.

Teleperformance Portugal

TP Portugal is one of the 25 best companies to work for in Europe, according to Great Place to Work®. It was also recognized as the Best and Largest Exporting Company and the Best Job Creator in Portugal by Exame magazine! With more than 14 000 employees for 67 markets, TP Portugal provides services in 37 languages. With a multicultural, highly qualified, and deeply specialized team, it offers a wide range of integrated omnichannel solutions. TP is a pioneer in technology applied to customer support and maintains the highest security standards. TP Portugal continues to grow. Join our team and find your place at TP!