Quality Assurance Analyst

Overview

Teleperformance is a worldwide leader in client experience management and contact center business process outsourcing. With more than 410,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

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

Annual Base Salary of CAD $51,000 with earning potential up to 5%.

Benefits & Perks

• Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
• Robust career path with a full development plan and the opportunity to grow in the 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 socials, trivia nights, games, and movie outings.
• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Schedule

Fixed schedule Monday to Friday, 9 hrs shift from 9 AM to 6 PM.

Location

• Candidates are advised to be within travel distance from our primary location Yonge & Eglinton.
• Hybrid setup, 4 weeks of product training will be on-site.

Qualifications

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

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 TLs) 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, behaviors 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 communications and knowledge of digital and content marketing, and communications design, development and execution.
Il y a plus de 30 jours