Quality Analyst

Teleperformance•Toronto, ON

22d•Onsite

About The Position

We are seeking a detail-oriented and analytical Quality Analyst to monitor, evaluate, and improve the quality of processes, products, or services. The Quality Analyst will ensure compliance with company standards, identify areas for improvement, and work closely with cross-functional teams to enhance overall performance and customer satisfaction.

Requirements

At least a Vocational Diploma/Short Course Certificate, Bachelor’s/ College Degree in any field
Team player with great attention to details and ability to drive impactful insights
Effective facilitation skills in client and staff meetings
Exceptional interpersonal and motivational skills
Knowledge of BPO voice and back office performance metrics.
Excellent computer skills, including but not limited to MS Office and G Suite
Effective decision-making skills
Ability to provide constructive feedback and identify opportunities for coaching
Solid understanding of workflow and Salesforce.

Nice To Haves

Experience working as a Quality Assurance is preferred.

Responsibilities

To audit each type of transactions for the given process as per the process/customers guidelines
Understand the process and use knowledge improvement aids to engage as a subject matter expert
Report quality scores for each process on daily /weekly and monthly basis
Participate actively in improvement initiative driven by quality function
Manage QA work in line with BEST Quality Framework
Participate in the calibration process with fellow QAs under leadership of QTL, client on regular appropriate intervals.
Conduct analysis for errors and provide process insights on improvements.