Your Role
The Quality Assurance Manager (QAM) is an SME in continuous improvement and data analytics. They act as a bridge on quality processes and actionable insights between TP's internal departments and our clients.
Beyond monitoring business (K)PI performance and defect reduction, the QAM explores how insights can translate into business cases to enhance the financial health of the project or company. This is achieved through a Lean Six Sigma mindset and toolkit, with the final outputs being LSS projects.
The QAM manages the QA and AM teams and holds final responsibility for quality staffing, delivery outputs, and continuous improvement reports and controls.
What you'll do
1. Lead continuous improvement processes, proposing innovative methods across the department and company, including identifying risks and suggesting internal controls to mitigate them.
2. Ensure the implementation of BEST QA certification and achieve good results in audits.
3. Oversee the delivery of reporting and business analysis by the Business Quality Analyst, including Learning Curve, KPI Correlation, Daily Quality Status, Top Call Drivers, and Outlier Analyses.
4. Conduct client product and competitor analyses (Ci2).
5. Ensure CSAT analysis and maintain calibration sessions and spot checks.
6. Represent quality in site visits, share best practices, and support ongoing innovation and improvement in projects.
7. Provide continuous analysis reports to the Board and key managers.
8. Create and upload documentation in compliance with GDPR legislation.
What you'll need
* Bachelor's degree or higher (preferential).
* Relevant quality certifications (preferential).
* Fluency in English and Portuguese; additional languages (German, French, Spanish) are a plus.
* Training in QA and TOPS (training provided).
* At least 3 years of experience in Six Sigma projects.
* Minimum 3 years of experience managing quality teams.
* Experience in customer experience environments or related industries (preferential).
* Proven record of quality initiatives and program design.
Benefits
* Opportunity to work in a dynamic multinational company.
* Collaboration with industry leaders.
* Investment in training and personal development.
* Modern facilities with canteen and excellent transit access.
* Health insurance, free language courses, sports activities, and organized events.
* Free healthy meals in cafeterias.
About Teleperformance Portugal
TP Portugal is recognized as one of Europe's best workplaces by Great Place to Work, and has received awards for being the largest exporter and best job creator in Portugal. With over 14,000 employees across 67 markets, it offers multilingual omnichannel solutions, pioneering technology in customer support, and maintains high security standards. Join our team and find your place at TP!
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