Quality Assurance l Las Vegas, NV Job at Teleperformance
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:
Please Note :
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PURPOSE OF POSITION
Support of the operation and the customer through monitoring agent transactions quantifying the results and ensuring all are calibrated properly
Responsibilities:
- 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 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
- 6 plus months experience as an inbound call center customer service representative
- 6 plus months experience as a mentor, trainer, or acting supervisor
- 6 plus months of previous quality assurance experience
- 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
Please Note :
apexdining.ca is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, apexdining.ca provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.