Quality Analyst

Role Overview: You will be responsible for monitoring and evaluating the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) to ensure accuracy and adherence to quality standards. Your role will involve documenting quality issues and performance measures for management review and providing feedback and formal education to individuals on the phone. Key Responsibilities: - Monitor and evaluate the quality of customer interactions for accuracy and adherence to standards - Document quality issues and performance measures for management review - Provide feedback and formal education to individuals on the phone - Work independently within established standards and guidelines - Continuously improve day-to-day activities and processes - May act as a formal team leader for junior co-workers and set operational objectives Qualifications Required: - Professional/university degree - Approximately 1-2 years of practical professional experience in a similar area - Proficiency in executing established standards - Ability to develop own knowledge, share best practices, and provide relevant solutions Additional Company Details: Teleperformance is dedicated to providing an environment where employees feel valued, inspired, and supported to bring their best selves to work every day. The company believes in promoting happiness and a healthy work-life balance to enhance productivity, creativity, and engagement. Teleperformance is committed to fostering a culture of inclusion and diversity where everyone feels welcome and valued. As an Equal Opportunity Employer, Teleperformance values diversity and welcomes individuals with disabilities to reach out for accommodations during the application process.,