Quality analyst- International
- Teleperformance (TP)
- 1 - 2 years
- Hyderabad
- 3 months ago
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Job Description
- Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (eg, email, chat) for accuracy and adherence to quality standards
- Documents quality issues and performance measures for management review
- Provides information to assist in the feedback and formal education process of individuals on the phone
- Positions on this level are fully proficient in executing established standards
- Works independently within set frames and follows set course
- Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area
- Develops own knowledge, shares best practice and develops relevant/appropriate solutions
- Positions at this level are expected to continuously improve the day-to-day activities/processes
- Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Call Quality AnalystEmployement Type: Full timeContact Details:
Company: Teleperformance (TP)Location(s): Hyderabad+ View Contact
Keyskills: inbound quality analysis outbound quality assurance call monitoring quality control quality audit software testing customer service customer care manual testing training quality monitoring customer support qc voice process quality management
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