Call Center Quality Assurance Analyst - Teleperformance : Job Details

Category :Quality Assurance About TP TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. Benefits of working with TP include:Paid TrainingCompetitive WagesFull Benefits (Medical, Dental, Vision, 401k and more)Paid Time OffEmployee wellness and engagement programs TP and You Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen. Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit! PurposeSupport of the operation and the customer through monitoring agent transactions quantifying the results and ensuring all are calibrated properly This position is 100% onsite in McAllen, Texas. Work at home is not available for this position. Your ResponsibilitiesAccurately perform observations on recorded or live agent calls and score them against a TP and client provided standardDetermine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and supportComplete all work assignments within deadlines givenAttend TP and client meetings and functions as assignedMaintain a set work schedule allowing for flexibility based on business needsHost and facilitate internal, external or QA team calibrations to track results and attendanceQuality Assurance CSAT calibration process with clients, monitoring services and the operationEnsure value added CSAT analytics, methods and practices are provided to operationClient interaction as it relates to CSAT analytics, methods, and processesEnsure appropriate levels of skilled analysts to achieve company and/or client required levels of customer satisfaction (regardless of scoring or indicators utilized by the client)Support supervisor teams with representative quality execution Support supervisor teams in calibration sessionSupport new hire quality training and transitionParticipate in any new policy training to ensure all policies are understoodEnsure all QA Analyst reporting, and communication requirements are metThrive as a team player in a fast paced, high energy, change oriented environmentPerform other duties as assigned by supervisor or other members of managementEnsure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediatelyQualificationsMust be at least 18 years oldPrevious call center experience with four (4) or more of the following:Bachelor's degree or equivalent experience6 plus months experience as an inbound call center customer service representative6 plus months experience as a mentor, trainer, or acting supervisor6 plus months of previous quality assurance experienceAnalytical and problem-solving skillsAbility to analyze and identify agent trendingAbility to assess individual and team performanceStrong written and verbal communications skillsStrong leadership skillsHighly productiveExcellent organizational and time management skillsExcellent verbal and written communications skillsHigh level of expertise in company and client policies, tools, applications, and practicesExperience with creating or compiling reports using various sources of dataMust be extremely detail oriented with the ability to develop thorough corrective and preventative plansMust be extremely articulate and present a professional image as this position will have contact with clients and other departmentsExperience with standard business applications including MSOffice (Excel experience a must)Strong team building and leadership skills focused on production-oriented goalsAble to manage multiple priorities in an ever-changing environmentInternal knowledge of TPUSA CSAT analytics processesExcellent attendance history is requiredMust pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks Soft SkillsProcess ExcellenceCollaborationCommunicationEmotional IntelligenceOpen-MindednessCritical ThinkingSolution OrientationEntrepreneurshipAI ProficiencyData Literacy Be Part of Our TP FamilyIt is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. TP is an Equal Opportunity Employer.