Teleperformance
QualityAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Quality Analyst at Teleperformance. Skills: Quality Assurance, Process adherence, Data analysis. Perform quality and process adherence review. Update and implement changes to quality processes”
What You'll Achieve.
Meet client and company targets
Industry & Context.
Identify opportunities for coaching; Identify problem areas
On-site training
What They're Looking For.
Must Have
Vocational Diploma/Short Course Certificate, Bachelor’s/ College Degree in any field, Team player with great attention to details, Ability to drive impactful insights, Effective facilitation skills in client and staff meetings
Nice to Have
Exceptional interpersonal and motivational skills, At least 2 years of work experience in Quality Assurance in a B2B sales environment, At least 1 years of B2B sales experience, Knowledge of BPO voice and back office performance metrics, Excellent computer skills, including but not limited to MS Office and G Suite, Effective decision-making skills, Ability to provide constructive feedback, Identify opportunities for coaching, Solid understanding of workflow, Solid understanding of Salesforce
What You'll Do.
Perform quality and process adherence review
Update and implement changes to quality processes
Perform quality evaluations for each agent/TL
Interpret and implement quality assurance standards
Certify that each agent is qualified
measure and report metrics
Attend and lead calibration sessions
Analyze data to identify trends
Identify behaviors and areas of improvement
Keep track on the improvement of agents
Conduct calibration sessions and team huddles
Partner with Training to identify site/agent opportunities
Determine training solutions to address improvements
Ensure agents are able to strategize
Meet client and company targets
Drive Performance Improvement
Drive Process Excellence
Drive Continuous Improvement
Process personal data in compliance with law
Identify problem areas
Suggest training to solve problems
How You'll Work.
Team & Collaboration
Client meetings; Staff meetings; Calibration sessions; Team huddles; Partner with Training; Work closely with Operations
Communication Scope
Client meetings; Staff meetings; Constructive feedback
Full Job Description
**Join Teleperformance – Where Excellence Meets Opportunity!** Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach. **Why Choose Teleperformance?** We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us. Utilize advanced support technologies and processes engineered to achieve outstanding results. We cultivate lasting client relationships and make positive contributions to our local communities. **Become Part of an Exceptional Team!** Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments. **Job Description** ** _Advertised as : Quality Analyst_** ****About Us**** ## TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. ## Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce. ****Annual Base Salary of CAD $51,000**** ****Our Work Culture**** At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment. * Autonomous - We encourage and trust your decision-making skills. * Progressive work environment- If you have skills to prove we have all ladders for you to grow * Flexible - We believe in results * Innovative - All ideas matter * Inclusive - Everyone is Included and everyo
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