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Full-time
Work-from-home flexibility, Professional development opportunities, Inclusive work environment, Supportive culture
Posted 1d ago
~40 hrs/week
Responsibilities
The Global Quality Control Lead manages operational requirements for regional QC teams, including escalation workflows and high-risk auditing procedures. They are responsible for maintaining reporting dashboards, managing AI scorecard reliability, and collaborating with executive leadership to align regional initiatives.
Requirements
Candidates must have at least 5 years of experience, including 2 years in sales management and 3 years in QA. Proficiency in Salesforce, Gong, and Medallia is required, along with strong analytical and communication skills.
Full job description
Join Teleperformance – Where Excellence Meets Opportunity!
Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.
Why Choose Teleperformance?
We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.
Utilize advanced support technologies and processes engineered to achieve outstanding results.
We cultivate lasting client relationships and make positive contributions to our local communities.
Become Part of an Exceptional Team!
Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.
Job Description
QC Role -Quality ControlLead
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
What you’ll do:The Global Quality Control Lead is responsible for building and maintaining the operational requirements for Regional QC and Hybrid QA Leads to execute on their daily rhythms, manage the accountability systems for those daily rhythms, and be the primary point of contact for program reporting and communication. The Global QC Lead is the key operational owner for Quality Control program success.
Escalation Management
Own the Escalation playbook and operating systems ensuring an optimal workflow and reporting system globally
Manage escalation identification tooling (trackers, AI scorecards, automated scripts), identify and fix if gaps occur
Introduce new identification tooling for updated escalatory behaviors
Deliver monthly reporting on escalation prevalence, SLA attainment, and trends
Track QC Lead and Sales manager OKRs through defined escalation SLAs. Ensure attainment of those metrics each quarter.
High Risk Auditing
Build an optimized high-risk auditing procedure. Maintain the systems and tooling to enable this process for Quality Control Leads
Evaluate QC scorecard and AI scorecards for regular improvements
Own all reporting and dashboards for high-risk auditing reporting
Run Calibration testing processes with Global QC+QI Leads to ensure aligned assessment
Track QC Lead and Sales manager OKRs through defined audit target goals. Ensure attainment of those metrics each quarter.
Gong Management
Manage Gong platform for manual scorecard operations, AI scorecard operations, and in-Gong reporting tools
Manage back-end AI scorecard operations, and consistently test for AI Escalation scorecard reliability and consistency.
Stay current with Gong updates and impacts to daily operations for Sales Managers and Quality Control Leads.
Innovate platform usage within daily operating rhythms
Stakeholder Management and Governance
Maintain documentation for scorecard definitions, escalation criteria, and decision logs.
Partner with Sales Enablement in onboarding certification criteria and support
Consult with legal and policy stakeholders to ensure recording compliance and escalatory parameters
Consult with Sales Strategy and Operations for shared tooling and resource management
Collaborate closely with executive leadership to align regional initiatives with Global QC parameters
Manage any project management documentation and tracking mechanisms
Requirements:
5+ years of experience, including:
2+ years of sales or sales management experience, preferably in the ad tech, digital advertising or digital marketing industry
3+ years of QA experience
Previous management experience
Exceptional communicator with proven ability to present program performance clearly to senior leadership across global regions
Experienced people manager comfortable leading multiple managers across distributed regions
Strong problem solver who identifies gaps, develops recommendations, and drives solutions to completion
Highly organized with the ability to manage complex projects and navigate competing priorities
Analytically fluent; able to interpret data and communicate findings clearly to varied audiences
Demonstrated ability to influence cross-functional stakeholders and advise leadership on strategic QA priorities
Self-directed and resourceful; thrives in fast-moving environments and delivers results without waiting for direction
Business fluency in English
High comfort with ambiguity; able to build scalable solutions in evolving, undefined spaces
Strong attention to detail
Experience with Salesforce, Gong, and Medallia
Familiarity with virtual sales organization environments
Schedule
Fixed schedule Monday to Friday, 9 hrs shift from 9 AM to 6 PM.
Hybrid setup, 4 weeks of product training will be on-site.
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.
Be One of Our People: It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer
Job Application Accommodation: If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.
We are TP Group.
You’ve been calling us Teleperformance for almost 47 years. But in the AI era, the world has changed, and we had to change too to keep leading the digital business services market. We’re sharper, more modern, and even more empathetic. We are TP. Simple as that. Intelligent as always, and future-proof for the journey ahead.
Offices: 21, Rue Balzac, Paris, Île-de-France 75008, FR
OmnichannelRightshoreContact Center on DemandAnalytics SolutionsHomeBaseVIP SolutionsSalesDigital SolutionsFace-to-FaceInternet Interactions
How many Sales jobs are open in Toronto, Canada right now?
There are currently 2,523 open sales positions in Toronto, Canada listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Sales roles in Toronto, Canada?
Companies currently hiring include BMO, Scotiabank, CIBC, Shoppers Drug Mart, RBCx, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Sales jobs in Toronto, Canada?
Yes — 957 of the 2523 open sales positions offer remote or hybrid work (304 remote, 653 hybrid).
How do I apply for Sales jobs in Toronto, Canada?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.