What are the responsibilities and job description for the Quality Assurance Analyst position at Teleperformance?
Qualifications
A. Minimum Education Requirement• Degree in any discipline.
B. Minimum Relevant Work Experience• 1 year customer service.
C. Minimum Skills to Hire: • Experience within customer services.• Excellent leadership and communication skills.• Ability to deal with demanding customers and escalations.• Fast learner and able to cope in a fast-paced environment.
• Language proficiency in English is mandatory; Japanese is mandatory.• Can work independently and has a good sense of responsibility.• Commited to learning.
D. Preferred Qualifications
• Experience in supporting Travel accounts. • Experience in preparing and presenting written project status reports and executive briefings.• Phenomenal communication, presentation, and public speaking skills.• Organizational and time management abilities.• Critical thinking, analytical and decision-making abilities.
Responsibilities
• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.• Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.• Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives. • Package, deliver, and at times present key findings and briefings.• Conduct evaluations to identify areas of improvement.• Monitor, analyze & audit trainees’ performance and call out any unusual trends.• Identify training needs by working with operations team and QA.
