Quality Assurance Analyst

Full Time
EXPIRES 16 Dec, 2022

Job Location

51 Camp and Robb Street, Georgetown, Guyana.

Description

  • Working primarily with agents and supervisors the Quality Assurance Analyst will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each and every interaction. 
  • Responsible for conducting internal monitoring based on company and daily quotas.
  • Inform of any suspicious or malicious behavior detected during monitoring.

Requirements

  • High School diploma
  • minimum 6 month work experience in a Call Centre Environment
  • Typing speed: 30 wpm
  • Usage of MS Office
  • Interpersonal skills
  • Problem solving
  • Emotional Intelligence

Responsibilities

  • Analyze adherence to quality policies and procedures by monitoring agents
  • Execute coaching process using internal standards for feedback and coaching-
  • Execute number of observations and feedback required per agent according to the client request or internal standards.
  • Provide coaching and develop agent’s opportunities by using effective interpersonal communication.
  • Collect top call drivers data
  • Develop reports in excel to inform about top call drivers and main opportunities found.
  • Attend internal & external call calibration sessions
  • Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions taken (security rider)
  • Work closely with the ATAC Supervisor sharing insights and participating in ATAC meetings to develop and implement effective action plans to improve quality and related metrics.
  • Deliver feedback to agents

Remuneration

Attractive remuneration package to b discussed with succesful candidate via interview.

Apply now

You can send your application at aneesa.bahadur@teleperformance.com

Apply Online
You may alternatively apply for this job online with your SkilledGuyanese profile.
Your application will be emailed to the employer immediately.
Then, the employer will be able to view your application on our website.

A JOB BY

Teleperformance Guyana Inc



Overview

Teleperformance Guyana, located in Georgetown, is one of the bets call centers in the world. Teleperformance is in 88 countries, we serve over 170+ countries with around 420,000 employees globally. In Teleperformance Guyana, we have over 1000+ employees. We speak 265+ languages and dialects. Our values are respect, professionalism, commitment, integrity and innovation!
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