Call Center Quality Assurance

Company: Teleperformance USA
Location: Port Saint Lucie
Posted on: November 15, 2023

Job Description:

Category : Quality Assurance

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.

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS

• Accurately perform observations on recorded or live agent calls and score them against a TP and client provided standard
• Perform random checks on previously scored calls and review against client provided standard for analyst coaching and development
• 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 Manager to site management on call monitoring analyses 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, distribute and analyze daily, weekly and monthly QA reports by set deadlines as defined by QA manager
• 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
• Thrive as a team player in a fast paced, high energy, change oriented environment
• Host and facilitate internal, external or QA team calibrations to track results and attendance
• 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
• Participate in any new policy training to ensure all policies are understood
• Support management teams with representative quality execution
• Support management teams in calibration session
• Support new hire quality training and transition
• Ensure all QA Analyst reporting and communication requirements are met
• Perform other duties as assigned by supervisor or other members of management 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
      • 6 plus months of Trust and Safety experience
      • Analytical and problem solving skills
        • Ability to analyze and identify agent trending
        • Ability to assess individual and team performance
        • Advanced troubleshooting skills
          • 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 cor rective and preventative plans
            • Must be extremely articulate and present a professional image as this position will have contact with clients an d other departments
            • Experience with standard business applications including MSO ffice (Excel experience a must )
            • Strong team building and leadership skills focu sed on production oriented goals
            • Abl e to work independently and manage multiple priorities in an ever changing environment
            • Internal knowledge of TPUSA CSAT analytics processes
            • Excellent attendance history
            • Pass mandatory background checks which may include pre-screenings, drug tests and credit checks
            • Must not be on any step of the corrective process

Keywords: Teleperformance USA, Port St. Lucie , Call Center Quality Assurance, Other , Port Saint Lucie, Florida