What are the responsibilities and job description for the Customer Experience Quality Assurance Analyst position at Teleperformance?
Overview
DOING BUSINESS WITH PEOPLE, FOR PEOPLE.
Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world’s population. This kind of growth wouldn’t have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success.
Purpose of Position:
Develop, implement, assess, and improve day-to-day operations of inbound call centers in order to meet and exceed all aspects of client needs and requirements according to policies and procedures.
Responsibilities
- Perform observations on recorded agent calls and score them against a client provided standard.
- Perform observations on live agent calls and score them against a client provided standard.
- Determine whether agents are using proper procedures, and efficient and effective practices to provide excellent customer service and support.
- Accurately input the results (score) and provide coaching feedback on call monitoring analysis of agent call data.
- Meet individual daily and weekly call monitoring quotas.
- Complete all work assignments within given due dates.
- Facilitate call calibrations.
- Attend Teleperformance and Client meetings and functions as assigned.
- Maintain a set work schedule, but allow flexibility where and when needed.
- Work additional hours as necessary to support the business need.
- Thrive as a team player in a fast-paced, high-energy, change-oriented environment
- Other related tasks as assigned.
Qualifications
Previous call center experience with two (2) or more of the following:
- More than six (6) months experience as an inbound call center customer service representative
- More than six (6) months experience as a mentor, trainer or acting supervisor
- High School Certification
- Analytical and problem solving skills
- Ability to analyze and identify CSR trending
- Ability to assess individual and team performance
- Advanced troubleshooting skills
- Strong written and verbal communication skills
- Strong leadership skills
- Highly productive.
- Very good attendance habits.
- Excellent organizational and time management skills.
- Excellent verbal and written communication skills.
- Ability to communicate with all levels of management.
- Ability to work independently and multi-task.
- Ability to work in a changing environment.
- High level of expertise in Teleperformance & client policies, tools, applications & practices.
- Strong Knowledge of the Microsoft Office Products – Excel, Word, and PowerPoint.