Quality Analyst (BPO Industry) @ Teleperformance Global

Job Description:

Candidate will be responsible for Quality
Resolve agent and customer issues.
Be directly responsible for the overall performance of team members
Participate in new-hire interviews.
Conduct performance reviews and team meetings.
Conduct monitoring and coaching sessions.
Coordinate with training and quality assurance to identify systemic quality-improvement opportunities.
Represent the team on special projects/initiatives
Competent in all process and technical skills required at Agent level thorough understanding of Metrics requirements and targets.
Achieve Call Quality requirements as outlined via Call Monitoring Guidelines
Achieve Productivity requirements and performance delivery as outlined via Operation scorecard
Participate in performance improvement task forces as needed and look at continuously raising the bar for Customer satisfaction.
Demonstrated flexibility and contributions to creating a team environment
Continual enhancement of one's performance
Adherence to all company policy and procedures. Demonstrate a high degree of integrity in the performance of one's responsibilities. Person is expected to treat all information related to customer database and business line with strict confidence.
Ensuring customer is advised appropriately, regulations and disclaimers are given as per the process guidelines

Contact Person:

Dinkar Mahajan

Asst. Manager

HR - Recruitment

Email : [Confidential Information]