Quality Analyst job vacancy in Teleperformance – Jobs in Texas

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Job Details
Company Name : Teleperformance
Company Location : El Paso, TX 79936
Job Position : Quality Analyst
Job Category : Jobs in Texas

Job Description :
Overview:

NEW JOB ALERT!
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.

This person will be responsible for training employees (new or existing) to meet and exceed performance, quality, end-user satisfaction and other key operational metrics by providing guidance, support and education. They are also expected to perform Training Needs Analysis and design training content as needed.
Responsibilities:

Accurately perform observations on recorded or live agent calls and score them against a Teleperformance and client provided standard
Determine whether agents are using proper procedures, and efficient and effective practices to provide excellent customer service and support
Provide coaching feedback in coordination with QA Supervisor or QA Manager to site management on call monitoring analysis of agent call data
Meet individual daily and weekly call monitoring quotas
Complete phone time based on schedule as defined by QA Management
Accurately compile and distribute daily, weekly and monthly QA reports by set deadlines as defined by QA Manager
Complete all work assignments within given due dates
Attend Teleperformance and client meetings and functions as assigned
Maintain a set work schedule, but allow flexibility where and when needed
Thrive as a team player in a fast-paced, high-energy, change-oriented environment
Work additional hours as necessary to support the business needs
Host and facilitate internal, external or QA team calibrations to track results and attendance
Other related tasks as assigned
Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately

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
Bachelors degree (or equivalent) education
More than one (1) year of previous Quality Assurance experience
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.
Knowledge of the Microsoft Office Products – Excel, Word, and PowerPoint.