Tp
QualityAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Quality Analyst at Tp. Perform quality and process adherence review. Interpret and implement quality assurance standards”
What You'll Achieve.
achieve outstanding results; meeting the client and company targets
Industry & Context.
Effective decision-making skills; Ability to drive impactful insights
What They're Looking For.
Must Have
Team player with great attention to details and 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 and identify opportunities for coaching, Solid understanding of workflow and Salesforce
What You'll Do.
Perform quality and process adherence review
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
Keep track on agent improvement
Conduct calibration sessions and team huddles
Partner with Training to identify site/ agent opportunities
Work closely with Operations to ensure targets are met
Performance Improvement
Continuous Improvement
Problem area identification
How You'll Work.
Team & Collaboration
Work closely with client to update and implement changes; Partner with Training to identify site/ agent opportunities; To work closely with Operations to ensure that the agents are able to strategize
Communication Scope
Effective facilitation skills in client and staff meetings; Ability to provide 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. ****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 everyone wins ****Minimum Qualifications**** * A
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