Quality Assurance Analyst at Teleperformance

Job Summary

• Working primarily with agents and supervisors, the Quality Assurance Analyst will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each and every interaction. 
• Responsible for conducting internal monitoring based on company and daily quotas.
• Inform of any suspicious or malicious behavior detected during monitoring.

Key Responsibilities and Accountabilities

• A Six Sigma certification is compulsory.
• Analyze adherence to quality policies and procedures by monitoring Digital Marketing Experts
• Execute coaching process using internal standards for feedback/coaching.
• Execute number of observations and feedback required per agent according to the client request or internal standards.
• Provide coaching and develop Digital Marketing Expert’s opportunities by using effective interpersonal communication.
• Collect top call drivers’ data
• Develop reports in excel to inform about top call drivers and main opportunities found.
• Attend internal & external call calibration sessions
• Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions taken
• Work closely with Team leads/Supervisors by sharing insights and participating in ATAC meetings to develop and implement effective action plans to improve quality and related metrics.
• Responsible for refresher training on process changes and analysis and reporting.
• Evaluate interactions according to pre-established definitions
• Identify areas of opportunity for agent behavior that impacts KPI’s.
• Deliver feedback to Digital Marketing Experts on areas of improvements.

Work Experience

• Experience preferred in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high quality service.
• Experience handling customers in service/technical fields within a call center environment is preferred.

Key Skills

• Usage of MS Office
• Fluent English is mandatory
• Excellent computer skills
• Interpersonal and Communication skills
• Problem solving and Analytical Ability
• Adaptability
• Customer orientation
• Team building /teamwork
• KPI knowledge and understanding