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Teleperformance
Quality Assurance Analyst I | TP Kenya at Teleperformance
KenyaFull TimeMid-Senior Level
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Job Summary
ResponsibilitiesÂ
Quality Auditing
Evaluate contacts based on Quality metrics
Coaching and Training
Score and store the data in all Quality tools
Compliance analysis (Ensure compliance with company regulations with regards to Data Security and Protection Standards)
Results Improvement
Prepare and conduct Feedback Sessions with the agents assigned to the team
Identify agents' strengths and Weaknesses
Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
Deep Dive into the reporting data, find patterns of low service and come up with solutions to the general problems (Report to QC and TQM)
Check any Escalation or Feedback tracker for Knowledge Gaps and cover them with the concerned agents
Attend 100% calibration sessions and shift briefs
Participate in team briefings to provide the QA objective and also sit in calibration sessions
Performance Management
Post results on a daily basis
Keep an up-to-date record of individual agents' quality performance for use in performance reviews
Compile and send daily, weekly and monthly quality reports and send to the Training and Quality Coordinator and other relevant stakeholders.
Analyze agents' work output against guidelines/standards and provide feedback
Ensure compliance in performance indicators with the team, client and management regarding quality matters
Cascade updates to the team
Process Improvement
Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher training
Work closely with Ops team on CSC development
Attend client meetings/WBRs
RequirementsÂ
Degree/Diploma in any field
Track record: 2 years in working for a service delivery centre/BPO that is desirable. Proven track record of analytical skills.
Excellent communication skills and a high focus on customer satisfaction. Great people skills and ability to effectively share (negative) feedback.
Good organizational skills, knowledgeable in goal-setting practices.
Examples of data visualization abilities and understanding of support metrics. Perception of basic business metrics and how support impacts those.
Problem-solving capabilities to create meaningful strategies to improve support quality. Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote).
Ability to analyze quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual / team.
Understanding of quality processes, tools, and measures to evaluate and improve individual/ team and overall performance.
Strong feedback and evaluation skills; ability to motivate, support and engage. Good organizational, time management and prioritization skillsÂ
We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.