Overview:
The QA and Training Lead is tasked with evaluating and ensuring quality delivery and training of the Client Services Team. This individual is responsible for managing & executing QA service offerings, training new and current employees, and participating in projects & initiatives led by quality team, along with extended operations and client team.

Responsibilities:
1.Ensure awareness, understanding and, Certification on Content Policy and Operational guidelines

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

3.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

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

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

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

7.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

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

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

10.Participate in client calibrations and develop calibrations forthe internal staff

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

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

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

14.Send reports of quality results to internal Ops & Quality stakeholders

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

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

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

Qualifications:
Basic Qualifications
1.Higher, secondary specialized education, Bachelor's degree is preferred
2.4+ years of work experience working within a QA capacity
3.3+ years of work experience working in T & S Quality role
4.1+ years clientservice-related work experience
5.Fluent in English and regional language as per the requirement

Preferred Qualifications
1.Ability to identify operational opportunities for improvement
2.Excellent communication and interpersonal skills
3.Strong organizational and administrative skills
4.Ability to operate within a team environment, multi-tasking,and prioritizing work across supported clients
5.Use appropriate mannerisms/behaviour when interacting with client groups and/or end-users
6.Communicate comfortably with Teleperformance management or client points of contact.
7.Escalate conflicts in a timely manner to appropriate personnel
8.Mentor and coach others
9.Participate andlead in analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action.
10.Identify barriers to effective teamwork.
11.Cognitive Ability -Adaptable to learn new processes, concepts, and skills
12.Demonstrates the ability to work as part of a team adding positive attitude and business focus.
13.Products experience: including Gmail, Calendar, Drive, Docs, Sheets

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