Deskripsi Pekerjaan
Join Teleperformance's dynamic quality assurance team as a Quality Assurance Analyst for our retail account! In this pivotal role, you'll safeguard our service excellence by meticulously monitoring customer interactions across multiple channels. You'll provide targeted coaching to agents, identify performance trends, and implement process improvements that directly enhance customer satisfaction. Collaborate with cross-functional teams to develop QA frameworks, conduct thorough audits, and ensure compliance with industry standards. Your analytical insights will drive service quality initiatives while maintaining the highest standards of operational excellence. This position offers growth opportunities in a fast-paced retail environment where your expertise directly impacts customer loyalty and business success.
Tanggung Jawab
- Monitor and evaluate customer interactions (calls, chats, emails) against quality metrics and brand standards
- Provide constructive coaching and feedback to frontline agents to improve performance
- Analyze performance data to identify trends and recommend process improvements
- Develop and maintain quality assurance documentation and evaluation tools
- Conduct regular quality audits and compliance checks
- Collaborate with training teams to address skill gaps
- Generate comprehensive performance reports for stakeholders
- Ensure adherence to company policies and regulatory requirements
Kualifikasi
- Bachelor's degree in Business, Communications, or related field
- 1-2 years of quality assurance or customer service experience
- Strong analytical skills with attention to detail
- Excellent communication and coaching abilities
- Proficiency in QA tools and CRM systems
- Knowledge of retail industry standards preferred
- Ability to work in a fast-paced environment
- Strong problem-solving and decision-making skills