Overview The successful candidate will provide management and leadership for a team of Quality Analysts within the retail environment.The role will involve working alongside the Operational Teamsto understand quality requirements, become a subject matter lead for quality, and ensure successful delivery of our quality management program.Additionaltasks would include leadership, coordination, continuousimprovementand insight to effectively deliver quality against client quality frameworks and standards whilst mitigating any risk to monthly service credits.You will fully embrace our market leading Operational Processes & Standards, working within our Best QA guidelines. Qualifications Qualifications & Experience Required: 2-3 years in a Quality Assurance Team Leader position Experience producingperformance reportsat a management level Matric or Equivalent (Essential) Experience inMicrosoft Office and reporting tools Experience using data analysis to drivecontinuous improvement Responsibilities Directly manage, measure, develop,motivateandorganizethe QA Team Overall responsibility for ensuring quality targetsismet effectively and efficiently Reporting and presentation of bothhigh-levelsummary information andin-depthanalysis whenrequiredto internal and external stakeholders, along withrepresentingTeleperformance Quality in MBRs/QBRs/ABRs Work in collaboration with Operational stakeholders & the Learning & Development team Ensure consistency in approach of the verification undertaken by the team through adhering to Teleperformance Best QA processes Undertake root cause analysisin order tounderstand,identifyand report on both Quality Assurance performance; providing opportunities for continuous improvement andmaintaininggovernance in an FCA regulated environment Responsible for continuous improvement of quality framework Overseeing the Quality challenge process Main point of contact for client on all Quality related matters Reporting and presentation of bothhigh-levelsummary information andin-depthanalysis whenrequiredto internal and external stakeholders, along withrepresentingTeleperformance Quality in MBRs/QBRs/ABRs Emotional Intelligence Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of action. Listens actively to the (emotional) needs of your team members, strives to understand them and acts appropriately to build positive relationships. Entrepreneurship Visionary leadership often requires taking initiative, managing risks, and driving innovation. Communication Clear, persuasive, and empathetic communication is a cornerstone of effective leadership. Collaboration Effective interpersonal skills are essential for teamwork and building strong professional relationships. Open-Mindedness Being receptive to different perspectives helps in building meaningful relationships. Solution Orientation Problem-solvingis the process of analyzing an issue, finding its causes, and figuring at the best way to fix it. Solution orientationis the mindset of focusing on solutions instead of just the problem. They work together because: Problem-solving helpsunderstandthe issue. Solution orientation keeps to thingspositive and action-focusedinstead of getting stuck on obstacles. Together, they ensureboth analysis and actionto fix problems efficiently Process Excellence Achievement-oriented individuals strive for efficiency and effectiveness in their work. Critical Thinking They analyze situations to overcome obstacles and achieve results. #J-18808-Ljbffr