Overview
Quality Assurance Specialist Jobs in Toronto, Ontario, Canada at TP
Title: Quality Assurance Specialist
Company: TP
Location: Toronto, Ontario, Canada
Job Role & Profile: Quality Assurance Analyst I
Advertised as : Quality Analyst
Location: Toronto Office (Eglinton East , Toronto)- Onsite
Reports to: Quality Assurance Team Lead / Manager
Contract: Regular, Full-time
Education: College Diploma / Degree
Travel Requirements: No
For existing vacancy: Yes
About Us
TP 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 Culture
At 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 grow
- Flexible – We believe in results
- Innovative – All ideas matter
- Inclusive – Everyone is Included and everyone wins.
About the job:
We are seeking a detail-oriented and analytical Quality Analyst to monitor, evaluate, and improve the quality of processes, products, or services. The Quality Analyst will ensure compliance with company standards, identify areas for improvement, and work closely with cross-functional teams to enhance overall performance and customer satisfaction.
Salary: Base pay of CAD 22 per hour.
Responsibilities: (may perform other duties as requested not specifically addressed in this document)
- To audit each type of transactions for the given process as per the process/customers guidelines
- Understand the process and use knowledge improvement aids to engage as a subject matter expert
- Report quality scores for each process on daily /weekly and monthly basis
- Participate actively in improvement initiative driven by quality function
- Manage QA work in line with BEST Quality Framework
- Participate in the calibration process with fellow QAs under leadership of QTL, client on regular appropriate intervals.
- Conduct analysis for errors and provide process insights on improvements.
Job Requirements:
- At least a Vocational Diploma/Short Course Certificate, Bachelor’s/ College Degree in any field
- Team player with great attention to details and ability to drive impactful insights
- Effective facilitation skills in client and staff meetings
Required Skills:
- Exceptional interpersonal and motivational skills
- Experience working as a Quality Assurance is preferred.
- Knowledge of BPO voice and back office performance metrics.
- Excellent computer skills, including but not limited to MS Office and G Suite
- Effective decision-making skills
- Ability to provide constructive feedback and identify opportunities for coaching
- Solid understanding of workflow and Salesforce.
Competencies:
- Delivers Customer Service
- Solves Problems
- Communicates Effectively
- Supports Colleague Development
Benefits & Perks
- Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
- Robust career path with a full development plan and the opportunity to grow in the organization.
- Paid 4 weeks training, 2 weeks leave.
- Continuous learning through progressive training that is specific to your tenure and skills.
- Competitive salary with incentive programs
- Positive and supportive environment
- Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.
Location
- Candidates are advised to be within travel distance from our primary locations: Yonge- Eglinton, Toronto.
- Onsite setup, including 5 weeks of training and nesting and 4 weeks of ticketing.
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.
