Hybrid : for this position is required to be on site 3x/week
What you will do (responsabilities):
Operational Excellence:
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Align activities with GM’s standards for quality, safety, and efficiency.
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Participate in process improvement initiatives and support Six Sigma practices and enroll trainings.
Team Collaboration:
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Work effectively with cross-functional teams including quality, engineering, manufacturing, logistics, and sales.
Customer Focus:
Professional Development:
Compliance and Ethics:
Innovation:
Quality Oversight & Governance:
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Conduct independent audits of supplier’s customer interactions.
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Partner with supplier’s QA team to ensure consistency.
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Develop and maintain governance frameworks and reporting.
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Provide performance feedback and recommendations.
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Ensure supplier QA processes meet standards.
Training Governance & Partnership:
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Review and approve supplier training materials.
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Monitor and evaluate supplier training programs.
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Conduct train-the-trainer sessions.
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Improve knowledge management tools.
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Recommend improvements in training strategy.
Collaboration & Continuous Improvement:
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Act as the key liaison for quality and training matters.
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Participate in joint calibration sessions and quality reviews.
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Analyze performance data and customer feedback.
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Benchmark practices against industry standards.
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Partner with internal business units to ensure alignment.
Location: Teleperformance - Contact Center - Vila Prudente/SP
Your skills and abilities (required qualifications):
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Bachelor's degree
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Language Requirements: English: Advanced (mandatory)/ Spanish: Desirable
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Proven experience in call center operations, quality, and training
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Strong knowledge of NPS, CSAT, and FCR metrics
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Proficiency in root cause analysis and training methodologies
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Advanced Excel skills (mandatory)
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Experience with knowledge management and process improvement
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Oversee and support call center operations with a focus on quality and training
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Manage and maintain learning curves and training programs, including refreshers
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Implement and manage knowledge tools and training platforms
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Drive continuous improvement initiatives through training and development
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Support the implementation and use of speech analytics tools (desirable)
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