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• 

  Quality and Support Analyst  

  Teleperformance Ltd

  Permanent - Ross-shire

  Posted: 29/10/2025

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  Quality & Support AnalystIs considered a tenured agent that supports a... Read More

  Quality & Support AnalystIs considered a tenured agent that supports and coaches team members while enforcing policies and driving quality performance, while balancing the need for efficiency. They will be the main liaison between training, quality, and operationsResponsibilities to include but not be limited the followingPartner with Client internal teams to ensure that decisions made by Vendor's content moderation staff are being regularly audited for accuracy and that performance feedback is being shared with the responsible teamsSupport every aspect of internal audit quality from audit planning, implementation, feedback and re-audit as required.Complete all audits in the required timeframe and provide timely and usable feedback to 'Agents' to drive improved performance.Proactively identify areas of our content policies/operational guidelines requiring training and coordinate findings with training partners to bridge knowledge gapsCollaborate with relevant Operations team(s) and Quality Manager(s) for performance enhancement of personnel not meeting effectiveness metrics.Become and remain knowledgeable about Client products and community standards, and serve as the expert to ensure awareness and understanding of Content Policy and Operational Guidelines, and reinforce associated changes to operations teams.Make well balanced decisions related to effectiveness metrics, and personally driven to be an effective advocate for our community by reinforcing process and policy changes to operations teams.Mentor new teammates the use of audit tools and systems Develop process documentation and aggregate feedback about the functionality of audit tools Identify, aggregate, prioritize and report on inefficiencies and error trends in process/systems/tools/policy through root cause analysis, and suggest solutions through action plansRecognize trends and patterns, and escalate issues regarding Client policy to the global team for mitigationUse market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of usersWork closely with Quality Leaders to develop and support the planning and design of improvement initiatives. Coach and mentor new hire 'Agents' during nesting phase on the floorProvide Real Time support by resolving inquiries coaching & mentoring with high quality, speed, empathy and accuracy to tenured Agents post onboarding phase. This includes, but not limited to: side-by-side coaching, Team Huddles, & RCA coaching.Assist in the implementation and follow-through of corrective & preventive action plans for performance improvement focused on accuracy while balancing efficiency Become and remain knowledgeable about Client products and community standards, and personally driven to be an effective advocate for our community by providing additional support for process and policy changes in collaboration with the training team (i.e. one-on-one, side-by-side, real time support, team huddles, etc). Strong interpersonal skills, verbal and written communication skills and most importantly empathyDisplay a strong bias to doing what's right for our community in supporting Client's mission to Investigate and resolve issues that are reported on Client such as requests for account support and reports of potentially abusive contentEnforce Client's Terms of Use by carefully monitoring reports of abuse on the siteReview production jobs in the agreed turnaround times and standards of qualityRecommended QualificationsPassion for providing 1:1 support to people with accuracy and empathy2+ years' experience in a quality control environmentWritten and verbal language proficiency in English and at least one local language supported at the site (see Section 6.8).Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essentialExperience with Tableau/Power BI or other similar tools is a plusExceptional attention to detail and nuanceDemonstrated ability to perform well in a highly dynamic, rapidly changing environmentStrong critical thinking and problem-solving skillsAbility to multitask and work independently in an unstructured environmentHigh affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported by each 'Agent' - which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance with Client's abuse standard policies and training materials Read Less

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• 

  Site Wellness Lead  

  Teleperformance Ltd

  Permanent - Ross-shire

  Posted: 29/10/2025

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  Reporting to the Global Director of Operational Wellness, the Site Wel... Read More

  Reporting to the Global Director of Operational Wellness, the Site Wellness Lead will plan, implement, and manage the complete wellness program for the assigned Trust & Safety account operation, at the assigned location.This role is responsible for site wide governance of the wellness program, and third-party counsellors. Collaborating with multiple internal and external stakeholders to create effective strategies that raise awareness, educate, drive employee wellness, enhance mental health and keep people engaged. Close collaboration will be required with various leaders throughout Teleperformance, including Global Wellness, Operations, Account management, HR, Recruitment, Training, and policy, among others. This role is client facing and requires presentation and data analytics ability.Duties & Responsibilities: Ensures that the Wellness program and associated Minimum Wellness Standard are implemented and maintained.Contributes to MBR, QBR and HBR meetings with internal and external stakeholders and partners.Lead and manage the team of 3 party Counsellors in the delivery of their assigned responsibilities.Attends client meetings.Data gathering and analysis to measure effectiveness of the program content and initiatives.Maintains records, documentation, and reports for all wellness activities at site.Conducts monthly wellness audit and data review to ensure continued compliance with the Minimum Wellness Standards and client requirements.Manages client reporting requirements.Manages internal reporting requirements.Engages with stakeholders as required to seek feedback for continuous improvement of the wellness program and associated offerings.Partner with internal departments to ensure that the wellness program is integrated into the recruitment and onboarding program.Works with the global research team on all matters of wellness research.BASIC QUALIFICATIONS & EXPERIENCE: Experience in managing Wellness for Trust & Safety/Content Moderation teams.Minimum bachelor's degree in psychology, counselling, or related field.Strong project management and problem-solving abilityTeam player with the ability to collaborate with multiple internal and external stakeholders (at all levels of the organization)Previous experience managing vendors.Ability to meet multiple demanding deadlines simultaneously.Excellent communication, presentation abilities and stakeholder managementStrong organizational and analytical skills.Ability to be flexible, work creatively and analytically in a problem-solving environment.Proficiency in MS Office (Word, Excel, PowerPoint) required.COMPETANCIES: Collaboration and communicationInformation gathering and analysis.Stakeholder ManagementProblem SolvingLeadershipPlanning and organizing (Project management)Delivering at pace Read Less

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• 

  WFM Planning Analyst I-Grade B1  

  Teleperformance Ltd

  Permanent - Ross-shire

  Posted: 29/10/2025

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  Scheduling/Real Time AnalystResponsibilities to include but not be lim... Read More

  Scheduling/Real Time AnalystResponsibilities to include but not be limited the followingAdoption and communication of global intraday and scheduling guidelines to appropriate stakeholdersEnforce real time adherence in all Work Types and Markets within the scope of operationMonitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAsConstant interaction with Client, reporting site performance; including but not limited to staffing compliance, skilling status, and outagesProvide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completionCreation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor lawsAppropriate distribution of programmed shrinkage (activity codes) to guarantee the accuracy of projections related to productive staffing commitmentDevelop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasksRecognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval levelRecommended Qualifications3+ years of tenure in WFM intraday and scheduling positionsProven experience in operating and directly handling a scope of more than 500 FTEsProven experience in scheduling distribution/bidding of more than 2000 FTEsCreative and problem solving orientedKnow-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.)Excellent communication skillsProactive and able to take decisions based on real time situationsKnowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferableAdvanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, MATCH, table arrays, macros)Studies in Engineering, Business Administration, or related fieldsExperience working with internal/ external stakeholders in multiple geographic regions Read Less

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• 

  Quality and Policy Expert  

  Teleperformance Ltd

  Permanent - Ross-shire

  Posted: 29/10/2025

  Apply Now

  Quality & Policy Expert Responsibilities to include but not be limited... Read More

  Quality & Policy Expert Responsibilities to include but not be limited the followingPartner with Client internal teams to ensure that decisions made by Vendor's content moderation staff are being regularly audited for accuracy and that performance feedback is being shared with the responsible teamsSupport every aspect of internal audit quality from audit planning, implementation, feedback and re-audit as required.Complete all audits in the required timeframe and provide timely and usable feedback to 'Agents' to drive improved performance.Proactively identify areas of our content policies/operational guidelines requiring training and coordinate findings with training partners to bridge knowledge gapsCollaborate with relevant Operations team(s) and Quality Manager(s) for performance enhancement of personnel not meeting effectiveness metrics.Become and remain knowledgeable about Client products and community standards, and serve as the expert to ensure awareness and understanding of Content Policy and Operational Guidelines, and reinforce associated changes to operations teams.Make well balanced decisions related to effectiveness metrics, and personally driven to be an effective advocate for our community by reinforcing process and policy changes to operations teams.Mentor new Quality & Policy Experts on the use of audit tools and systems Develop process documentation and aggregate feedback about the functionality of audit tools Identify, aggregate, prioritize and report on inefficiencies and error trends in process/systems/tools/policy through root cause analysis, and suggest solutions through action plansRecognize trends and patterns, and escalate issues regarding Client policy to the global team for mitigationUse market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of usersWork closely with Quality Leaders to develop and support the planning and design of improvement initiatives. Recommended QualificationsPassion for providing support to people with accuracy and empathy2+ years' experience in a quality control environmentWritten and verbal language proficiency in English and at least one local language supported at the site (see Section 6.8).Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essentialExperience with Tableau/Power BI or other similar tools is a plusExceptional attention to detail and nuanceDemonstrated ability to perform well in a highly dynamic, rapidly changing environmentStrong critical thinking and problem-solving skillAbility to multitask and work independently in an unstructured environment Read Less

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