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Teleperformance is a global leader in digital business services, serving many of the world’s best brands. Trusted for over four decades, Teleperformance has helped companies optimize their performance and enhance customer experience with interactions that are simpler, faster, and safer. 

Operating successfully in 95 countries and employing nearly 500,000 people, Teleperformance supports clients across more than 170 markets from diverse industries, including finance, banking, energy, media, healthcare, telecommunications, e-commerce transportation and so on. 

Since 2016, Teleperformance has been active in the Georgian market, represented under the name Majorel Georgia until 2024. Today, we employ nearly 2,500 people across five offices in Tbilisi, Kutaisi, and Batumi. We work with 12 international business clients from various industries such as e-commerce, travel, social media, transportation, automotive, and technology. Teleperformance Georgia is partnering with leading brands like ASUS.

At Teleperformance Georgia, our core value is corporate responsibility and employee well-being. We are proud to be certified as a Great Place to Work and honored to be nominated as the Most Responsible Employer of the Year 2023.

The merger of Teleperformance and Majorel has created the world’s leading business process outsourcing company, enhancing our ability to deliver even higher standard services to our clients.

We are seeking a Quality Coach to join our team in Tbilisi. In this position, you take on the following tasks:

Duties and Responsibilities

•    Monitor and coaching/mentoring agents on quality improvement; driven by a daily/weekly and monthly target
•    Active participation in internal and external calibrations
•    Case wellness / ticket stamping where applicable
•    Contribute to the alignment with Team Managers and quality team to develop agent and team specific action and development plans 
•    Provide written / verbal feedback to agents and tracking agents performance on all completed evaluations
•    Take calls, mails and chat on a regular basis
•    Support / jointly conduct weekly ART (Agent Round Table) with Team Manager
•    Communicate performance related indicators into the team and back to the Management
•    Perform Quality and Service analysis on agent and team level
•    Provide guidance on case handling based on the relevant process
•    Identify training needs and communicate to TQM / trainer team
•    Assist trainers in end-of-training skills verification process e.g. by conducting and evaluating test transactions or shadowing and scoring live customer transactions
•    Support new agents during new hire nesting period
•    Deliver small training sessions and agent workshops    
•    Prepare or proof-read in-language templates and call scripts

Requirements

•    Proficiency in Azerbaijani (at least at C1 level)
•    English proficiency (at least B2 level)
•    Experience as a Team Leader, Coach, or Trainer in a related industry is mandatory
•    Proficient in Microsoft Office suite
•    Strong business orientation and understanding of guidelines  
•    Ability to work in a team environment
•    Flexibility, resilience, loyalty and discretion
•    Analysis & Strong attention to detail
•    Strong performance and disciplinary track record

We offer you:

  • Competitive salary
  • A workplace that runs on trust, empowerment, and feedback
  • Premium health insurance for you and your family members
  • Diverse sports and health offerings, discounts from external partners, Feel Good Program: workshops, and seminars such as Yoga, Pilates, Dance class, Sound healing, FIFA and table tennis tournaments, hiking, and a lot more...
  • Mentoring, personal and professional development opportunities
  • Best career development opportunities in an international company
  • Centrally located, modern offices, game zones, and relaxation areas.
 

 

HOW TO APPLY

Does the profile match your CV and are you interested? Please submit your CV and Letter of Motivation in English language including 20.11.2024

Please press the apply button below!

 

The company promotes equal employment opportunities and supports the principle of equality in the workplace. Decisions are made based on the applicant's qualifications and not on the basis of race, skin color, nationality, religion, gender, age, sexual orientation, gender identity, marital status, or any other criterion, as stipulated in the Labor Code of Georgia.  

At TP diversity is a part of our DNA. We are committed to providing equal employment opportunities and creating an inclusive environment for all candidates and employees.  All qualified applicants will receive consideration for employment without regard to sex, race, color, creed, religion, national origin, age, disability status, marital status, pregnancy, sexual orientation, gender identity or expression