The Business Quality Manager is a subject-matter expert (SME) in Business Quality Improvement and its mission is to support the Quality in operations, monitor Business KPI´s and reduce service defects, non-added value tasks, always looking for improvements opportunities in the projects under her/his umbrella. He is responsible to provide added value to the operation, by analyzing transaction monitoring results, CSAT and DSAT with the information collected perform a root cause analysis and thus providing guidelines to the operation so as to improve the KPIs of the program. Other KPIs that we intend to work on are AHT, Sales/hour, Conversion Rate, briefly all non-technical KPIs such as SLA, handle rate, and will be responsible for managing Business Quality Analysts (BQA).v
What you'll doLead 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;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.Teleperformance PortugalTeleperformance Portugal is one of the 25 best companies to work for in Europe. This recognition was assigned by Great Place to Work Institute. TP was also distinguished as Best and Largest exporter and Best Contributor to Employment in Portugal, by Exame magazine! With more than 12 000 employees, from 111 nationalities, our team provides services in 35 languages. We are a multicultural, highly skilled, and deeply knowledgeable team. Teleperformance Portugal has a wide range of integrated omnichannel solutions, technology, and the highest security standards in the market.
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