Quality Assurance Representative - Contact Center in Boise, ID at Teleperformance US

Date Posted: 9/10/2020

Job Snapshot

Job Description

Overview

PURPOSE OF POSITION

Support of the operation and the customer through monitoring agent transactions quantifying the results and ensuring all are calibrated properly



Responsibilities

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS

• Accurately perform observations on recorded or live agent calls and score them against a TP and client provided standard

• Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support

• Complete all work assignments within deadlines given

• Attend TP and client meetings and functions as assigned

• Maintain a set work schedule allowing for flexibility based on business needs

• Host and facilitate internal, external or QA team calibrations to track results and attendance

• Quality Assurance CSAT calibration process with clients, monitoring services and the operation

• Ensure value added CSAT analytics, methods and practices are provided to operation

• Client interaction as it relates to CSAT analytics, methods and processes

• Ensure appropriate levels of skilled analysts in order to achieve company and/or client required levels of customer satisfaction (regardless of scoring or indicators utilized by the client)

• Support supervisor teams with representative quality execution Support supervisor teams in calibration session

• Support new hire quality training and transition

• Participate in any new policy training to ensure all policies are understood

• Ensure all QA Analyst reporting and communication requirements are met

• Thrive as a team player in a fast paced, high energy, change oriented environment

• Perform other duties as assigned by supervisor or other members of management

• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately



Qualifications

QUALIFICATIONS

• Must be at least 18 years old

• Previous call center experience with four (4) or more of the following:

o Bachelor’s degree or equivalent experience

o 6 plus months experience as an inbound call center customer service representative

o 6 plus months experience as a mentor, trainer or acting supervisor

o 6 plus months of previous quality assurance experience

o Analytical and problem solving skills

§ Ability to analyze and identify agent trending

§ Ability to assess individual and team performance

• Strong written and verbal communications skills

• Strong leadership skills

• Highly productive

• Excellent organizational and time management skills

• Excellent verbal and written communications skills

• High level of expertise in company and client policies, tools, applications and practices

• Experience with creating or compiling reports using various sources of data

• Must be extremely detail oriented with the ability to develop thorough corrective and preventative plans

• Must be extremely articulate and present a professional image as this position will have contact with clients and other departments

• Experience with standard business applications including MSOffice (Excel experience a must)

• Strong team building and leadership skills focused on production oriented goals

• Able to manage multiple priorities in an ever changing environment

• Internal knowledge of TPUSA CSAT analytics processes

• Excellent attendance history is required

• Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks

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