Developer Support Quality Analyst
- Teleperformance (TP)
- 2 - 7 years
- Hyderabad
- 2 days ago
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Job Description
T3 Developer Support Quality Analyst
Work Type: Content Review
Sub-worktype: Apps - Developer Appeals
TP is looking for skilled Application Developer Support Quality Analysts to support our technology client at our [LOCATION] site. The ideal candidate will have extensive experience supporting technical end-users with troubleshooting and policy adherence.
Responsibilities
- Monitor and report agents interactions and overall team level quality, conduct calibration, perform fraud and compliance audits
- Take necessary steps to ensure quality metrics are met by assessing accurate samples and monitor process improvement initiatives
- Investigate escalations of inaccurate decisions to understand the root cause(s) and implement corrective steps to improve quality
- Track team reporting, present audit findings, provide feedback and coaching to agents to improve quality
- Provide insights and innovative ideas to improve quality and collaborate with training team to help develop agent quality improvement plans
- Define and update quality frameworks to match the workflows
- Provide instant feedback for correction and keep an eye on recurring quality issues
Teams Responsibilities
- Take complex issues and simplify them to create succinct summaries over email, ticketing software, and chat to clearly communicate with Developers and/or teammates.
- Conduct research with high attention to detail and advanced comprehension skills. Be comfortable with multi-tasking and complex decision-making.
- Be an expert communicator who masters the app store's policies and exhibits developer (end-customer) empathy.
- Review, maintain, and curate data. Proofread and review documents suitable for publishing
Required Experience
- Should have solid understanding of workflow, tools used for providing services
- Experience working as an Agent in similar workflows
- 3+ years of relevant experience
- BA/BS degree (In lieu of degree, 2 years relevant work experience)
- Experience in written communication customer-facing processes with strong analytical, troubleshooting, and problem-solving skills
- Knowledge of Google's developer platforms (Google Play, Chrome Web Store, etc.).
- Experience with Google suite and complex policies
- Understand technical concepts/terms (APIs, APKs, ARM, Bootloader, Doze, Fragmentation, NFC, etc.)
- Ability to manage multiple competing priorities in a fast-paced, rapidly changing environment
- Excellent written and verbal communication skills
- Will be required to master policy, proven through test/certification
Required Soft Skills
- Collaboration Skills: Being a strong leader and team player is critical to this role, youll be working as part of a team and collaborating with other teams.
- Strong organizational skills: Have oversight of the queues, cases and escalations in an organized way to manage potential quality issues.
- Developer Empathy: Understand the developer's point of view on issues and make decisions weighing all parameters.
Contact - 9449900***, ya*************i@te***************s.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality Assurance
Role Category: Business Process Quality
Role: Quality Analyst
Employement Type: Full time
Contact Details:
Company: Teleperformance (TP)Location(s): Hyderabad
Keyskills: Content Creation Developer Support Quality Analyst trust and safety Quality Audit Root Cause Analysis QC Tools Pareto Analysis 7Qc TNI Call Monitoring RCA Call Quality Quality Monitoring Feedback Call Audit Quality Analysis Call Calibration Quality Assurance CSAT
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Teleperformance (TP)
Teleperformance (TP) Teleperformance is a multinational company founded in 1978 with headquarters in France. They provide services for debt collection, telemarketing, customer relationship management, content moderation, and communication.
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