Quality Analyst

Teleperformance

12d•$22•Onsite

About The Position

Join Teleperformance – Where Excellence Meets Opportunity! Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach. Why Choose Teleperformance? We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us. Utilize advanced support technologies and processes engineered to achieve outstanding results. We cultivate lasting client relationships and make positive contributions to our local communities. Become Part of an Exceptional Team! Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments. Job Description Job Role & Profile: Quality Assurance Analyst I Advertised as : Quality Analyst Location: Toronto Office (Eglinton East , Toronto)- Onsite Reports to: Quality Assurance Team Lead / Manager Contract: Regular, Full-time About Us TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of 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. Our Work Culture At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment. Autonomous - We encourage and trust your decision-making skills. Progressive work environment- If you have skills to prove we have all ladders for you to grow Flexible - We believe in results Innovative - All ideas matter Inclusive - Everyone is Included and everyone wins. About the job: 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
Experience working as a Quality Assurance is preferred.
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.

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.

Benefits

Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
Robust career path with a full development plan and the opportunity to grow in the organization.
Paid 9 weeks of training and nesting which consists of 3 weeks of classroom training, 2 weeks of applied learning, 4 weeks of ticketing (nesting), and 2 weeks of annual 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.

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