Trust and Safety, Quality Assurance Analyst

  • Individual Contributor
  • TSPA Members
  • Port Saint Lucie, FL, US
  • Experience level: 2+ years

Website teleperformance Teleperformance

This content was reproduced from the employer’s website on November 9, 2022. Please visit their website below for the most up-to-date information about this position.

Overview

The QA Analyst is tasked with evaluating and ensuring quality delivery of the Client Services Team. This individual is responsible for executing QA service offerings and participating in projects & initiatives led by Quality team.

Responsibilities

  • Ensure awareness, understanding and, Certification on Content Policy and Operational guidelines
  • Monitor reviews and provide information on observable attributes in accordance with established quality guidelines
  • Partner with client teams to ensure that the decisions made are being regularly audited for accuracy and that the performance feedback is shared with the responsible teams
  • Complete all audits in the required timeframe and provide timely and usable feedback to ‘Reviewers’ to drive performance
  • Conduct root cause and other data analysis, to detect opportunities for improvement for the KPIs
  • Work closely with responsible Internal Ops & Quality stakeholders to aggregate, prioritize, and report on the top issues impacting KPIs
  • Proactively identify areas of client policies/operational guidelines requiring training and work with the training partners to ensure any trainings gaps are filled within the required timeframe
  • Act as Subject Matter Expert (SME) for QA evaluations and be able to calibrate the evaluation criteria agreed with the client
  • Act as escalation point of contact for process questions, issues, and resolution
  • Participate in client calibrations and develop calibrations for the internal staff
  • Collaborate with the relevant Ops & Quality stakeholders for performance enhancement of least performing Content Moderators
  • Become and remain knowledgeable about client processes/policies/ updates and the community standards
  • Participate as project team member in problem prevention and continuous improvement projectsIdentify improvement opportunities
  • Send reports of quality results to internal Ops & Quality stakeholders
  • Support every aspect of internal quality from audit planning, implementation, feedback, and re-audit if required16.Contribute to the QA Team’s development and share knowledge within the team
  • Make well balanced decisions and personally driven to be an effective advocate of the Organization
  • Define / update quality frameworks to match the workflows

Qualifications

Basic Qualifications
  • Higher, secondary specialized education, Bachelor’s degree is preferred
  • In commuting/driving distance to work at our Port Saint Lucie, Florida location
  • Overall 2+ years of work experience in Trust and Safety
  • 2+ years working within a QA capacity and have solid understanding of workflow, tools used for providing services
  • 1+ years client service-related work experience
  • Fluent in English and regional language as per the requirement

Preferred Qualifications

  • Ability to identify operational opportunities for improvement
  • Excellent communication and interpersonal skills
  • Strong organizational and administrative skills
  • Ability to operate within a team environment, multi-tasking,and prioritizing work across supported clients
  • Use appropriate mannerisms/behaviour when interacting with client groups and/or end-users
  • Communicate comfortably with Teleperformance management or client points of contact
  • Escalate conflicts in a timely manner to appropriate personnel8.Mentor and coach others
  • Participate and lead in analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action
  • Identify barriers to effective teamwork
  • Cognitive Ability -Adaptable to learn new processes, concepts, and skills
  • Demonstrates the ability to work as part of a team adding positive attitude and business focus.

To apply for this job please visit careersus-teleperformance.icims.com.