Quality Analyst

Tp-Canada; Toronto; Hybrid; CAD 85,000 - 110,000; Full time

Benefits offered by this job

Hybrid work setup

Accommodations for disabilities

Job summary

Teleperformance is seeking a Quality Improvement Lead to drive measurable sales performance by translating quality signals into prioritized insights for regional stakeholders. The role manages regional quality analytics, runs repeatable analyses, and partners with Enablement and Leaders to assess training effectiveness.

Strong data skills and stakeholder collaboration are essential. Hybrid work setup with on-site and remote options, and a focus on improving QA metrics, AI scorecards, and

Job description

Join Teleperformance – Where Excellence Meets Opportunity!Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.Why Choose Teleperformance?We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.Utilize advanced support technologies and processes engineered to achieve outstanding results.We cultivate lasting client relationships and make positive contributions to our local communities.Become Part of an Exceptional Team!Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.Job DescriptionQI Role - Quality Improvement LeadAbout UsTP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.Our Work CultureAt TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.Autonomous - We encourage and trust your decision-making skills.Progressive work environment- If you have skills to prove we have all ladders for you to growFlexible - We believe in resultsInnovative - All ideas matterInclusive - Everyone is Included and everyone winsRole SummaryThe Quality Improvement Lead drives measurable sales performance improvement by translating quality signals (call behaviors, sales motion adoption, and execution inputs) into clear, prioritized insights and recommendations for regional stakeholders. This role owns regional quality analytics and insight delivery—running repeatable analyses that identify behaviors correlated with top performance, monitoring adoption of sales motions and implementation standards, and partnering with Enablement and Functional Leaders to design and assess training effectiveness. The QI Lead is a key connector between data, field execution, and behavior change.Key Responsibilities1) Voice of Customer/Voice of Seller insightsDeliver on regional / global insights based on call dataLeverage the right tools for accurate assessment of call dataMeasure adoption of sales motions at a weekly cadence, produce trend analyses at the end of sales motion periodProduce clear “so what” narratives for leaders with key findings2) Performance Improvement AnalysesDeliver on a quarterly Regional Performance Improvement AnalysisBuild out appropriate QA-metric tracking systems and dashboards for regular review and analysisIdentify new QA metrics and adapt tracking mechanisms as neededIdentify which behaviors, cohorts, or roles signal the need for enablement or sales manager intervention using a high level of data capture and data analysis capability.Separate signal from noise: control for basic confounds where possible (tenure, book size, segment, seasonality) and communicate limitations appropriately.Identify factors for AI scorecard improvement during evaluation periodsOwn the QI<>SE<>Sales Leadership FlywheelCommunicate behaviors, cohorts, or roles that require enablement or sales manager intervention clearly and effectivelyDevelop ongoing measurement systems to measure success of the flywheelEnsure timely and clear presentation of quality improvement priorities3) Stakeholder Collaboration & Change EnablementPartner with regional Sales Leaders, Enablement, Functional Leads, and Industry Managers to convert insights into a prioritized action plan with owners and timelines.Facilitate Quality Improvement forums where insights are reviewed, actions are committed, and progress is tracked.Maintain a feedback loop: collect qualitative context from the field and reflect it back into analysis design and reporting.Required Qualifications5+ years in Sales Ops, BizOps, Strategy & Operations, Enablement Analytics, Quality/Performance Analytics, or similarStrong analytical skill set: ability to run repeatable analyses and interpret results (Sheets/Excel required; SQL strongly preferred)Experience translating analysis into clear executive-ready narratives and recommendationsStrong stakeholder management and influence; able to drive alignment without direct authorityComfort operating in ambiguity and building scalable reporting frameworksPreferred QualificationsExperience with call transcript data, conversation intelligence tools, QA scorecards, or AI promptingFamiliarity with basic statistical concepts (correlation, cohorting, seasonality effects, bias/confounds)Experimentation or evaluation experience (A/B tests, pre/post designs, training effectiveness measurement)Experience in B2B sales, ads/marketing, or platform-based commercial environmentsCore CompetenciesAnalytical rigor + practical judgment (directional insights that drive action)Executive communication (clear, concise, credible)Systems thinking (connecting behaviors, motions, training, and outcomes)Change enablement mindset (turn insights into behavior change)Collaboration and facilitation (drive cross-functional action)Key StakeholdersRegional Sales Leadership (Directors/Managers/IMs)Sales Enablement (program design, reinforcement, coaching guides)Functional Leads (specialists: measurement, creative, strategy, policy, etc.)Sales Ops / Business Ops / AnalyticsQC/QA counterparts (scorecard governance, calibration, escalations trends)ScheduleFixed schedule Monday to Friday, 9 hrs shift from 9 AM to 6 PM.Hybrid setup, 4 weeks of product training will be on-site.Teleperformance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet your needs.Be One of Our People: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. Teleperformance is an Equal Opportunity EmployerJob Application Accommodation:If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.