Quality Assurance Analyst (New Program- 2 Openings)

AllianceOne•Maumee, OH

1d•$17•Remote

About The Position

Now is a great time to join AllianceOne! As a subsidiary of Teleperformance, AllianceOne provides employees the opportunity to be part of a global leader in contact center management, with the benefit of capitalizing on the global presence the company has built throughout the years. Teleperformance creates more value by providing a better customer experience. Job Description: Position: Quality Assurance Analyst Location: Remote- US Pay: $17.00/hour Benefits: Our comprehensive benefits include but are not limited to: Health Insurance (Medical/Dental/Vision), HSA/FSA plans, Paid Time Off package, Optional Daily Pay, EAP, 401k after 90 days and much more! Full-Time employees are eligible for Health benefits on the first of the month following hire date, or coincident to hire date if hired on the first of the month. Job Summary Working primarily with agents and supervisors the Quality Assurance Analyst will be responsible for monitoring interactions to ensure the needs of the customer and client are met on every interaction. Responsible for conducting internal monitoring based on company and daily quotas. Inform of any suspicious or malicious behavior detected during monitoring

Responsibilities

Analyze adherence to quality policies and procedures by monitoring agents
Provide effective feedback regarding agent performance on monitored calls, identifying both areas of good performance and opportunities for improvement.
Apply Client expectations to the accurate "grading" of monitored agent calls
Accurately input the results (score) of all calls monitored into the appropriate database
Participate in internal QA and Operation calibrations and focus groups
Follow all guidelines regarding communicating quality performance to the appropriate individuals, including Quality Department Management, Supervisors and Operations Management
Identify performance trends and provide recommendations for Quality improvement to Quality Department Management
Complete end-of-shift reporting as directed by QA Supervisor
Identify performance trends and provide recommendations for Quality improvement to Quality Department Management
Performs other related duties and assignments as required.
Ensure all Teleperformance ARM policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance ARM Management immediately