Vice President of Training and Quality

Maximize Your Impact with TP

Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity

The Vice President of Training and Quality will oversee the training and quality departments, ensuring alignment with Teleperformance's scale and performance requirements. The individual will implement process improvement skills to manage performance recovery and performance management.

The VP will address escalations and performance issues across various accounts, ensuring timely resolution and continuous improvement. The role requires developing and auditing processes and SOPs to ensure consistent application and effectiveness within the department and maintaining a strong presence across all sites.

The Responsibilities & Duties

• Create and oversee the implementation of robust training programs that cater to the diverse needs of the company’s workforce. Ensure that training materials are up-to-date, relevant, and aligned with industry standards.
• Develop and manage quality assurance processes to monitor and enhance service delivery. Implement metrics and KPIs to track performance and identify areas for improvement.
• Lead a team of training and quality professionals, providing direction, support, and mentorship. Foster a culture of continuous improvement and professional development within the team.
• Develop and execute strategic plans for training and quality initiatives that support the company’s overall business objectives. Collaborate with senior leadership to align training and quality goals with organizational goals.
• Build strong relationships with internal and external stakeholders, including clients, to understand their needs and expectations. Ensure that training and quality programs meet or exceed client requirements.
• Ensure that all training and quality processes comply with regulatory requirements and industry best practices. Stay abreast of changes in laws and regulations that may impact training and quality programs.
• Conduct regular assessments of training programs and quality initiatives to evaluate their effectiveness. Use data-driven insights to make informed decisions and drive improvements.
• Develop and manage the budget for the training and quality department. Ensure that resources are allocated effectively to maximize impact and efficiency.

The Qualifications

• Minimum 10-15 years in training and quality roles within the BPO industry.
• Strong understanding of baselining analytics and QA processes.
• Preferably with a Six Sigma Black Belt certification.
• Ability to handle large-scale operations and multiple simultaneous challenges, demonstrating agility and quick problem-solving skills.
• Proven track record in process improvement and performance management, with a preference for Six Sigma certification.
• Strong operational focus, capable of holding operations accountable and driving success through collaboration and leadership.
• Willingness to maintain a site presence and engage directly with frontline operations.

Pre-Employment Screenings

By TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Diversity, Equity & Inclusion

At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.

Key skills/competency

• Training Development
• Quality Assurance
• Process Improvement
• Performance Management
• Six Sigma
• BPO Operations
• Leadership
• Strategic Planning
• Stakeholder Management
• Regulatory Compliance