Trust & Safety Assistant Quality Manager

Overview

About TP

TP 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 Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs 

TP and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best 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!

Responsibilities

Your Responsibilities

• Ensure awareness, understanding and, Certification on Content Policy and Operational guidelines 

• Monitor reviews and provide information on observable attributes in accordance with established quality guidelines 

• Partner with client teams to ensure that the decisions made are being regularly audited for accuracy and that the performance feedback is shared withthe responsible teams 

• Complete all audits in the required timeframe and provide timely and usable feedback to ‘Reviewers’ to drive performance 

• Conduct root cause and other data analysis, to detectopportunities for improvement for the KPIs 

• Work closely with responsible Internal Ops & Quality stakeholders to aggregate, prioritize, and report on the top issues impacting KPIs 

• Proactively identify areas of client policies/operational guidelines requiring training and work with the training partners to ensure any trainings gaps are filled within the required timeframe 

• Act as Subject Matter Expert (SME) for QA evaluationsand be able to calibrate the evaluation criteria agreed with the client 

• Act as escalation point of contact for process questions, issues, and resolution 

• Participate in client calibrations and develop calibrations forthe internal staff 

• Collaborate with the relevant Ops & Quality stakeholders for performance enhancement of least performing personnel 

• Become and remain knowledgeable about client processes/policies/ updates and the community standards 

• Participate as project team member in problem prevention and continuous improvement projectsIdentify improvement opportunities 

• Send reports of quality results to internal Ops & Quality stakeholders 

• Support every aspect of internal quality from audit planning, implementation, feedback, and re-audit if required 

• Contribute to the QA Team's development and share knowledge within the team 

• Make well balanced decisions and personally driven to be an effective advocate of the Organization 

Qualifications

Required Skills

Basic Qualifications 

• Higher, secondary specialized education, Bachelor's degree is preferred 

• 4+ years of work experience working within a QA capacity 

• 3+ years of work experience working in T & S Quality role 

• 1+ years clientservice-related work experience 

• Fluent in English and regional language as per the requirement 

Preferred Qualifications 

• Ability to identify operational opportunities for improvement 

• Excellent communication and interpersonal skills 

• Strong organizational and administrative skills 

• Ability to operate within a team environment, multi-tasking,and prioritizing work across supported clients 

• Use appropriate mannerisms/behaviour when interacting with client groups and/or end-users 

• Communicate comfortably with Teleperformance management or client points of contact. 

• Escalate conflicts in a timely manner to appropriate personnel 

• Mentor and coach others 

• Participate andlead in analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action. 

• Identify barriers to effective teamwork. 

• Cognitive Ability -Adaptable to learn new processes, concepts, and skills 

• Demonstrates the ability to work as part of a team adding positive attitude and business focus. 

• Products experience: including Gmail, Calendar, Drive, Docs, Sheets 

BEST Skills

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

AI Proficiency

Data Literacy 

Be Part of Our TP Family

It 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