Quality Analyst

Teleperformance • Toronto, ON

22d • Hybrid

About The Position

Teleperformance is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, we are developing an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce. At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment. We encourage and trust your decision-making skills, believe in results, and know that all ideas matter. We are an inclusive company where everyone is included and everyone wins.

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.
• Excellent computer skills, including but not limited to MS Office and G Suite.
• Ability to provide constructive feedback and identify opportunities for coaching.
• Solid understanding of workflow and Salesforce.

Nice To Haves

• Exceptional interpersonal and motivational skills.
• At least 2 years of work experience in Quality Assurance in a B2B sales environment.
• At least 1 years of B2B sales experience.
• Knowledge of BPO voice and back office performance metrics.
• Effective decision-making skills.

Responsibilities

• Perform quality and process adherence review of contractor’s agents providing support services to clients customers and end users regarding their interactions with client’s customers and end users and work closely with client to update and implement changes to quality processes and criteria as these changes arise.
• Perform quality evaluations for each agent/ TL in accordance with SLAs.
• Interpret and implement quality assurance standards Before each agent commences insuring and certifying that each agent (including TLs) is qualified based on minimum requirements guidance and/or mock calls certification.
• Track, measure and report metrics as per agreement with client.
• Attend and lead calibration sessions.
• Analyze data to identify trends, behaviors and areas of improvement through audits.
• Keep track on the improvement of agents especially outliers.
• Conduct calibration sessions and team huddles focused on quality.
• Partner with Training to identify site/ agent opportunities and trend analysis to help determine training solutions to be done to address the areas for improvement.
• Work closely with Operations to ensure that the agents are able to strategize along with the other departments to ensure that we are meeting the client and company targets.
• Problem area identification, suggestions to training to solve for it.

Benefits

• Paid 4 weeks training, 2 weeks leave.
• Continuous learning through progressive training that is specific to your tenure and skills.
• Competitive salary with incentive programs.
• Positive and supportive environment.
• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree