Business Quality Manager
Teleperformance
- Lisboa
- Permanente
- Horário completo
- 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
- 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.
- 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.