Quality Assurance Analyst I-Grade B1

4 days ago

County Dublin, Ireland Teleperformance Full time

Quality
Analyst (QA) Quality Analysts are
dedicated POCs for Quality within teams and are responsible for
case evaluations (audits) and reporting.
Vendor will staff the program with 1
Quality Analyst to perform quality reviews for a group of up to 20
Agents (1:20 ratio) appointed to provide Services.
Quality Analyst
will be responsible for monitoring call, email, chat and any other
support interactions quality of Personnel, providing feedback,
coaching and mentoring to Personnel as needed, and working closely
with the operation Team Leaders and Personnel to meet the relevant
service level metrics.
Quality Specialists are also responsible for
refresher training on process changes and analysis and reporting,
working closely with Client to update and implement quality
criteria and process changes.
Vendor will maintain a reasonably
flexible work force and will scale its staff of Quality Analyst to
cover all volumes as forecasted and provided to Vendor by
Client.
Quality Specialists shall meet or have
the following education, work experience and other requirements.
Recommended responsibilities include but are not limited to the
following:
3+ years' experience preferred in quality
assurance role, working closely with all departments to prioritize
efforts while providing timely and high quality service.
Weekly auditing of agent cases and
identifying agent level issues and trends
Provide actionable and valuable
information for TL coaching + feedback sessions and key insights
for training prioritization + curriculum development
Fluent, have acceptable accents, and
speak clearly and understandably in each of the language(s) in
which the Services are provided.
Fluent English is mandatory
Experience handling customers within
service/technical fields within Call center environment
Expert familiarity with and quality
review in all departments Able to adapt quickly to
changes in workflow Excellent written, verbal,
and customer service skills Mastery of all
customer-communication Comfortable communicating
with all levels of management Excellent organizational
skills and detail-oriented approach to problem solving
Demonstrated proficiency in multi-tasking
and prioritization Clearly demonstrated passion
for ensuring the success of Client culture of excellence and
commitment to quality and customer service
Project management experience to include
an understanding of business process improvement method
Understand departmental policies and
procedures Passion for management and review of all
quality issues to include training, customer service,
communication, workflow, reporting, SLA's, coaching, appraisals,
Minimum
Skills
•
Process Excellence
• Collaboration
•
Communication
• Emotional Intelligence
• Open-Mindedness
• Critical
Thinking
• Solution Orientation
•
Entrepreneurship
• AI Proficiency
• Data
Literacy

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