Website teleperformance Teleperformance
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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.