Quality Analyst

3 weeks ago

Toronto, Canada Teleperformance Full time

Overview:
**About Us**

Teleperformance is a worldwide leader in customer experience management and contact center business process outsourcing. Our company employs around 300.000 people working in over 265 dialects and languages, in 80 countries, operating across all business sectors and all continents on behalf of major international companies.

Teleperformance Canada, with more than 1200+ employees, part of the fortune 25 and certified with Great Place to Work, is looking for a group of highly-skilled professionals.

**Our Work Culture**

At Teleperformance, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.
- Autonomous - We encourage and trust your decision making skills.
- Progressive work environment
- If you have skills to prove we have all ladders for you to grow
- Flexible - We believe in results
- Innovative - All ideas matters
- Inclusive - Everyone is Included and everyone wins
- We work hard and party even harder.
- **_
Base Salary-$40,000 to $51,000 per year with possibility of OTE of $53,550 per year_**

**Benefits & Perks**
- Flexible working model between remote and from the office Currently remote
- Established career path supported by self assessments, virtual training, guided curriculums that allow for vertical and horizontal growth through our multiple lines of business.
- Robust career path with a full development plan Opportunity to grow in organization
- Paid 4 weeks training, 2 weeks leave
- Continuous learning through progressive training that is specific to your tenure and skills.
- Competitive salary with incentive programs
- Positive and supportive environment
- ** Weekly **Friday Night Drinks / Social,Trivia Nights,Games evenings and Movie Outings.
- Medical and Dental benefits,Employee Family Assistance Programs, Rewards & Recognitions programs.

**Schedule**:

- Fixed schedule Monday to Friday 9am to 6pm
- Temprorary Hybrid

**Location**:
**Please note that this role will transition to an on-site position in our Yonge and Eglinton site as soon as we get clearance to return to work once the Covid-19 pandemic is over. The date to transition to an office-based setting is still to be determined. You must be able to work on-site in our office located at at 75 Eglinton Avenue East, Toronto, ON**

Qualifications:
**Minimum Qualifications**
- At least a Vocational Diploma/Short Course Certificate, Bachelor’s/ College Degree in any field
- At least 2 years of work experience in Quality Assurance in a B2B sales environment
- At least 1 years of B2B sales experience
- Team player with great attention to details and ability to drive impactful insights
- Effective facilitation skills in client and staff meetings

**Preferred Qualifications**
- Exceptional interpersonal and motivational skills
- Knowledge of BPO voice and back office performance metrics
- Excellent computer skills, including but not limited to MS Office and G Suite
- Effective decision-making skills
- Ability to provide constructive feedback and identify opportunities for coaching
- Solid understanding of workflow and Salesforce

**Responsibilities**:

- ** Deliverables**:

- Perform quality and process adherence review of contractor’s agents providing support services to clients customers and end users regarding their interactions with client’s customers and end users and work closely with client to update and implement changes to quality processes and criteria as these changes arise. This includes performing quality evaluations for each agent/ TL in accordance with SLAs
- Interpret and implement quality assurance standards
- Before each agent commences insuring and certifying that each agent (including T Ls) is qualified based on minimum requirements guidance and/ or mock calls certification
- Track, measure and report metrics as per agreement with client
- Attend and lead calibration sessions
- Analyze data to identify trends, behaviours and areas of improvement through audits
- Keep track on the improvement of agents especially outliers
- Conduct calibration sessions and team huddles focused on quality
- Partner with Training to identify site/ agent opportunities and trend analysis to help determine training solutions to be done to address the areas for improvement
- To work closely with Operations to ensure that the agents are able to strategize along with the other departments to ensure that we are meeting the client and company targets
- Performance Improvement, Process Excellence and Continuous Improvement
- To the extent that the nature of the services requires supplier to process personal data (as defined by Agreement/s Sow or MSA) supplier warrants that any processing of such personal information will be carried out in compliance with each relevant provision of the data protection law applicable to supplier
- Problem area identification, suggestions to training to solve for it The role covers a broad set of responsibilities requiring expertise in strategic

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