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Teleperformance USA Quality Assurance Analyst - Remote - Product Trained in Salt Lake City, Utah

Overview:

Support of the operation and the customer through monitoring agent transactions quantifying the results and ensuring all are calibrated properly.

Responsibilities:

  • Accurately perform observations on recorded or live agent calls and score them against a TP and client provided standard

  • Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support

  • Complete all work assignments within deadlines given

  • Attend TP and client meetings and functions as assigned

  • Maintain a set work schedule allowing for flexibility based on business needs

  • Host and facilitate internal, external or QA team calibrations to track results and attendance

  • Quality Assurance CSAT calibration process with clients, monitoring services and the operation

  • Ensure value added CSAT analytics, methods and practices are provided to operation

  • Client interaction as it relates to CSAT analytics, methods, and processes

  • Ensure 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 session

  • Support new hire quality training and transition

  • Participate in any new policy training to ensure all policies are understood

  • Ensure all QA Analyst reporting, and communication requirements are met

  • Thrive as a team player in a fast paced, high energy, change oriented environment

  • Perform other duties as assigned by supervisor or other members of management

  • Ensure 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 immediately

Qualifications:

  • Must be at least 18 years old

  • Previous call center experience with four (4) or more of the following:

  • Bachelor's degree or equivalent experience

  • 6 plus months experience as an inbound call center customer service representative

  • 6 plus months experience as a mentor, trainer, or acting supervisor

  • 6 plus months of previous quality assurance experience

  • Analytical and problem-solving skills

  • Ability to analyze and identify agent trending

  • Ability to assess individual and team performance

  • Strong written and verbal communications skills

  • Strong leadership skills

  • Highly productive

  • Excellent organizational and time management skills

  • Excellent verbal and written communications skills

  • High level of expertise in company and client policies, tools, applications, and practices

  • Experience with creating or compiling reports using various sources of data

  • Must be extremely detail oriented with the ability to develop thorough corrective and preventative plans

  • Must be extremely articulate and present a professional image as this position will have contact with clients and other departments

  • Experience with standard business applications including MSOffice (Excel experience a must)

  • Strong team building and leadership skills focused on production-oriented goals

  • Able to manage multiple priorities in an ever-changing environment

  • Internal knowledge of TPUSA CSAT analytics processes

  • Excellent attendance history is required

  • Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks

  • Must have fewer than 3.00 action forms

  • Must score consistently above 90% on monitoring

  • Must have no less than 60 days of Teleperformance tenure

  • Must be product trained

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