Quality Assurance Analyst I | Teleperformance

Job Summary

The Quality Assurance Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure adherence to client and organizational standards. This role involves conducting call and transaction audits, analyzing performance trends, and providing actionable feedback to enhance service delivery. The Quality Analyst works closely with operations, training, and leadership teams to identify gaps, recommend process improvements, and support initiatives aimed at driving customer satisfaction, compliance, and overall business performance.

Job Details

Quality Auditing
 

• Evaluate contacts based on Quality metrics
• Coaching and Training
• Score and store the data in all Quality tools
• Compliance analysis (Ensure compliance with company regulations with regards to Data Security and Protection Standards)
   

Results Improvement
 

• Prepare and conduct Feedback Sessions with the agents assigned to the team
• Identify agents’ strengths and Weaknesses
• Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
• Deep Dive into the reporting data, find patterns of low service and come up with solutions to the general problems (Report to QC and TQM)
• Check any Escalation or Feedback tracker for Knowledge Gaps and cover them with the concerned agents
• Attend 100% calibration sessions and shift briefs
• Participate in team briefings to provide the QA objective and also sit in calibration sessions
   

Performance Management
 

• Post results on a daily basis
• Keep an up-to-date record of individual agents’ quality performance for use in performance reviews
• Compile and send daily, weekly and monthly quality reports and send to the Training and Quality Coordinator and other relevant stakeholders.
• Analyze agents’ work output against guidelines/standards and provide feedback
• Ensure compliance in performance indicators with the team, client and management regarding quality matters
• Cascade updates to the team

Process Improvement

• Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher training
• Work closely with Ops team on CSC development
• Attend client meetings/WBRs

Requirements

• Degree/Diploma in any field
• Track record: 2 years in working for a service delivery centre/BPO that is desirable. Proven track record of analytical skills.
• Excellent communication skills and a high focus on customer satisfaction. Great people skills and ability to effectively share (negative) feedback.
• Good organizational skills, knowledgeable in goal-setting practices.
• Examples of data visualization abilities and understanding of support metrics. Perception of basic business metrics and how support impacts those.
• Problem-solving capabilities to create meaningful strategies to improve support quality. Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote).
• Ability to analyze quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual / team.
• Understanding of quality processes, tools, and measures to evaluate and improve individual/ team and overall performance.
• Strong feedback and evaluation skills; ability to motivate, support and engage. Good organizational, time management and prioritization skills

We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.

About Company

Teleperformance

https://tpkenya.seamlesshiring.com

At Teleperformance, we provide industry-leading customer experiences and digitally powered business services for the world’s best brands. A globally diverse and inclusive company, we are a work family of more than 420,000 serving more than 170 countries and speaking 265 languages and dialects. We combine cutting-edge innovation with human understanding and empathy to deliver a comprehensive suite of best-of-breed services and end-to-end business solutions to integrate and optimize front-office customer support, back-office functions, and business operations. Our knowledge services portfolio applies Design Thinking and intelligent analytics to help companies optimize business processes and accelerate digital transformation. Because people and processes are the core of our business, we believe in hiring and nurturing top talent. Join our global network where the possibilities are endless, and everyone can make a difference. We are a socially responsible company that manages with a clear purpose and has been recognized in 2023 within the Top 5 of the World’s Best Workplace’s. We are customer experience management experts.