Deskripsi Pekerjaan
Are you detail-oriented and passionate about ensuring excellence in customer service? Teleperformance is looking for a skilled BPO Quality Assurance Analyst to join our dynamic team in Angeles City, Pampanga. In this pivotal role, you will be responsible for maintaining high service standards by monitoring agent interactions, analyzing performance data, and providing constructive feedback to drive improvement.
We are committed to fostering a vibrant team environment where your career can thrive. As a QA Analyst, you will work closely with management to identify trends, develop quality guidelines, and ensure that our clients receive the best possible support. We offer a competitive salary structure, comprehensive health benefits, and clear pathways for professional growth. If you are ready to shape quality standards and contribute to a world-class BPO operation, we invite you to apply today.
Tanggung Jawab
- Conduct comprehensive quality assurance audits on agent interactions to ensure strict compliance with company policies and procedures.
- Analyze call recordings and performance metrics to identify trends, root causes of service gaps, and opportunities for improvement.
- Provide constructive feedback and coaching to call center agents to enhance their soft skills and technical knowledge.
- Collaborate with team leads and operations managers to develop and update Standard Operating Procedures (SOPs) and training materials.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to prepare detailed quality reports for management review.
- Identify systemic issues within the workflow and recommend corrective actions to optimize agent performance.
- Maintain up-to-date knowledge of industry best practices in quality management and compliance.
Kualifikasi
- Bachelor's degree in Business, Communication, or a related field; or equivalent work experience in a BPO setting.
- Minimum of 1-2 years of proven experience in a Quality Assurance or Customer Service role.
- Strong analytical skills with the ability to interpret complex data sets and generate actionable insights.
- Excellent verbal and written communication skills, with a keen eye for detail.
- Proficiency in using CRM software, call center tools, and data analysis applications.
- Ability to work effectively in a fast-paced, high-volume environment and meet strict deadlines.
- Strong interpersonal skills with the ability to build rapport and provide effective coaching.