Quality Assurance AnalystTeleperformance USA • Brownsville, TX, United States

Quality Assurance Analyst

Teleperformance USA • Brownsville, TX, United States

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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 Training
Competitive Wages
Full Benefits (Medical, Dental, Vision, 401k and more)
Paid Time Off
Employee 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!

Purpose

Support 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 Brownsville, TX. Work at home is not available for this position.

Your 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

Soft Skills

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

AI Proficiency

Data Literacy

Be Part of Our TP Family

It 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

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Quality Assurance Analyst • Brownsville, TX, United States

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