Candidatul Ideal
This are - work from office positions in Brasov.
Supervisor :
Responsible for coordinating daily team activities across multiple Lines of Business (LOBs), ensuring performance targets are met, managing escalations, and supporting team development through coaching and performance monitoring.
Quality Analyst & Trainer:
Responsible for evaluating customer interactions, delivering training sessions, and supporting continuous improvement initiatives by enhancing team performance and quality standards.
Requirements
Full availability to work 100% on-site in Brașov
German language – C1 level
English language – B2+ level
Experience:
Supervisor role: previous experience as Team Leader / Supervisor (preferably in BPO / Customer Support)
QA & Trainer role: experience in Quality / Training / Coaching roles
Skills:
- Strong analytical, coaching, and communication skills
- Ability to manage performance and drive results
- Good knowledge of MS Office (Excel, Word, PowerPoint)
- Strong organizational and problem-solving abilities
- Motivational, customer-focused mindset with a drive for continuous improvement
Descrierea jobului
Supervisor (Team Leader):
- Coordinate daily operations for Phone & Chat channels (website, social media, app)
- Monitor team performance and KPIs, ensuring targets are achieved
- Handle escalations and support critical issue resolution
- Perform Root Cause Analysis (RCA) and provide actionable insights
- Ensure productivity and operational efficiency
- Provide coaching, feedback, and ongoing support to team members
- Manage shift activities and resource allocation
- Prepare and deliver performance reports
Quality Analyst & Trainer:
- Evaluate customer interactions (calls and chats) based on quality standards
- Deliver training sessions for new hires and existing employees
- Provide structured feedback and coaching
- Develop and maintain training materials and case studies
- Monitor QA KPIs and identify areas for improvement
- Support continuous learning and development initiatives
- Collaborate with Team Leaders on performance improvement plans
- Ensure compliance with internal quality standards and procedures
Descrierea companiei
Tp is the global leader in outsourced omnichannel customer experience management, and serves as a strategic partner to the world’s largest companies in a wide variety of industries. Its customer care, technical support, customer acquisition, consulting & analytics, digital integrated business service solutions and other high-value specialized services ensure consistently positive customer interactions that are reliable, flexible, and intelligent.
We have 420,000 interaction experts across nearly 170 countries, speaking 265 languages and dialects to better serve you.
Tp Romania is a subsidiary of Teleperformance Group, the world leader in outsourced omnichannel customer experience management, starting its activity in 2004. We operate now with more than 1,200 employees providing quality services to first-line players both on the local market and on the international market (banks, insurance companies, telecomm operators, gaming, tourism and others).
