Quality analyst|International|03072025

TGBPL TP India - IBU; Hyderabad; Sur place; INR 500 000 - 800 000; Plein temps

Résumé du poste

TGBPL TP India - IBU is looking for a quality monitoring professional to evaluate inbound and outbound communications. You will document quality issues, support feedback processes, and contribute to team education.

The role requires a professional degree and 1-2 years of experience. Key responsibilities include ensuring quality standards, continuous process improvement, and possibly leading junior staff.

Qualifications

• Professional/university degree and approximately 1-2 years of practical professional experience.
• Proficient in executing established standards.
• Ability to work independently and within set frameworks.
• Knowledge of quality monitoring and documentation practices.

Responsabilités

• Monitors and evaluates call quality for accuracy and adherence to quality standards.
• Documents quality issues and performance measures.
• Provides feedback and supports formal education of call participants.
• Develops own knowledge and shares best practices.
• Continuously improves daily activities/processes.
• Might serve as a formal team leader of junior co-workers.

Connaissances

Quality monitoring

Accuracy assessment

Feedback provision

Formation

Professional/university degree

Description du poste

Job Description

Monitors and evaluates the quality of inbound and outbound telephone calls and other customer contact methods (email, chat) for accuracy and adherence to quality standards. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone.

Positions require proficiency in executing established standards, working independently within set frameworks, and following set courses. Typically based on a professional/university degree and approximately 1-2 years of practical professional experience.

Responsibilities

• Monitors and evaluates call quality for accuracy and adherence to quality standards.
• Documents quality issues and performance measures.
• Provides feedback and supports formal education of call participants.
• Develops own knowledge, shares best practices, and develops relevant solutions.
• Continuously improves day‑to‑day activities/processes.
• Might serve as a formal team leader of junior co‑workers and set day‑to‑day operational objectives.

Qualifications

• Professional/university degree and approximately 1-2 years of practical professional experience.
• Proficient in executing established standards.
• Ability to work independently and within set frameworks.
• Knowledge of quality monitoring and documentation practices.

Teleperformance is an Equal Opportunity Employer.