Teams at TP

Perform quality evaluations and audits of B2B contact center agents, track and report metrics, lead calibration sessions, analyze trends, identify coaching opportunities, partner with Training and Operations for continuous improvement, and ensure agents meet certification and process adherence standards.

Provide omnichannel customer support via chat using company tools; meet typing (30 WPM, 90% accuracy) and B2 language proficiency standards. Work in on-site or work-at-home programs; follow company processes to deliver quality customer experience.

Design, document, and improve IT infrastructure and systems architecture. Map component relationships and dependencies, evaluate TCO/ROI of platform alternatives, run specialized projects, and supervise/mentor less-experienced team members to improve daily operations and integration performance.