Quality Assurance Analyst at Teleperformance

Delivery

• Analyze adherence to quality policies and procedures by monitoring agents
• Execute coaching process using internal standards for feedback and coaching-
• Execute number of observations and feedback required per agent according to the client request or internal standards.
• Provide coaching and develop agent’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 (security rider)
• Work closely with the Supervisor 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,
• Responsible for conducting internal monitoring based on company and daily quotas.
• Inform of any suspicious or malicious behavior detected during monitoring
• Deliver feedback to agents
• Other duties assigned.

Education and Specific Training

• Bachelor’s degree

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 within service/technical fields within Call center Environment or a BPO
• Minimum 6-month work experience in a Call Centre Environment as an agent

Technical Skills

• Usage of MS Office
• Fluent English is mandatory
• Excellent computer skills
• Data Analytics

Competencies and Specific Skills

• Interpersonal skills
• Communication skills
• Problem solving
• Analytical Ability
• Adaptability
• Customer orientation
• Flexibility
• Stress tolerance
• Team building /teamwork
• KPI knowledge and understanding
• Transaction monitoring
• Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc.