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Teleperformance (TP)
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Quality Analyst

Quality Analyst

Teleperformance (TP)

3 - 7 years

|

3 - 7 Lacs

Posted:2 days ago| Platform:

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Skills Required

quality analysis customer experience management qms quality analyst customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary:

Quality Analyst

Key Responsibiities:

Monitor and evaluate calls, emails, chats, and tickets for quality and compliance
Score interactions based on defined quality frameworks and KPIs
Provide constructive feedback and coaching to agents and team leaders
Identify quality gaps, trends, and root causes of defects
Conduct calibration sessions with operations and clients
Prepare daily, weekly, and monthly quality reports and dashboards
Ensure adherence to SOPs, SLAs, and regulatory guidelines
Support process improvement and training initiatives
Handle customer complaints and audit escalations if required
Participate in internal and external quality audits

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Teleperformance (TP)

Business Process Outsourcing (BPO)

Paris

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