Description

Quality Assurance Analyst
Job description:
• Monitor and evaluate calls based on Client specific criteria
• Escalate and communicate detailed information about calls monitored to all clients and Quality
Assurance Supervisor
• Answer Operations’ questions concerning QA guidelines and policies
• Send out Red Flag/Fatal Error Audits to Upper Management
• Monitor all Teleperformance centers for quality and performance issues
• Participate on calibration sessions with Operations, Training, and internal quality members off
site

Qualifications

Requirements:
• Previous QA experience preferred
• Ability to analyze and solve complex technical issues
• Strong communication skills (verbal and written communications)
• Strong trouble shooting and problem solving skills
• Strong attendance record
• Current on technical issues
• Ability to work independently
• Professional demeanor
• Must have experience Microsoft Office
• Must show exemplary quality scores throughout tenure as an agent
• Ability to perform other related duties and assignments as required and assigned by supervisor
or manager
• Must demonstrate a good attitude and the ability to work as a team player
• Ability to multitask
• Willing to work in a flexible schedule