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Quality Assurance Representative - Contact Center

Company: Teleperformance
Location: Boise
Posted on: April 6, 2021

Job Description:



Support of the operation and the customer through monitoring agent transactions quantifying the results and ensuring all are calibrated properly


• Accurately perform observations on recorded or live agent calls and score them against a TP and client provided standard

• Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support

• Complete all work assignments within deadlines given

• Attend TP and client meetings and functions as assigned

• Maintain a set work schedule allowing for flexibility based on business needs

• Host and facilitate internal, external or QA team calibrations to track results and attendance

• Quality Assurance CSAT calibration process with clients, monitoring services and the operation

• Ensure value added CSAT analytics, methods and practices are provided to operation

• Client interaction as it relates to CSAT analytics, methods and processes

• Ensure appropriate levels of skilled analysts in order to achieve company and/or client required levels of customer satisfaction (regardless of scoring or indicators utilized by the client)

• Support supervisor teams with representative quality execution Support supervisor teams in calibration session

• Support new hire quality training and transition

• Participate in any new policy training to ensure all policies are understood

• Ensure all QA Analyst reporting and communication requirements are met

• Thrive as a team player in a fast paced, high energy, change oriented environment

• Perform other duties as assigned by supervisor or other members of management

• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately


• Must be at least 18 years old

• Previous call center experience with four (4) or more of the following:

o Bachelor's degree or equivalent experience

o 6 plus months experience as an inbound call center customer service representative

o 6 plus months experience as a mentor, trainer or acting supervisor

o 6 plus months of previous quality assurance experience

o Analytical and problem solving skills

§ Ability to analyze and identify agent trending

§ Ability to assess individual and team performance

• Strong written and verbal communications skills

• Strong leadership skills

• Highly productive

• Excellent organizational and time management skills

• Excellent verbal and written communications skills

• High level of expertise in company and client policies, tools, applications and practices

• Experience with creating or compiling reports using various sources of data

• Must be extremely detail oriented with the ability to develop thorough corrective and preventative plans

• Must be extremely articulate and present a professional image as this position will have contact with clients and other departments

• Experience with standard business applications including MSOffice (Excel experience a must)

• Strong team building and leadership skills focused on production oriented goals

• Able to manage multiple priorities in an ever changing environment

• Internal knowledge of TPUSA CSAT analytics processes

• Excellent attendance history is required

• Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks

Keywords: Teleperformance, Boise , Quality Assurance Representative - Contact Center, Other , Boise, Idaho

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