Quality analyst - International - 23082025

Canada; Hyderabad; Hybrid; INR 300.000 - 540.000; Vollzeit

Zusammenfassung

Teleperformance in India offers diverse customer experience roles across on-site and work-at-home programs. This position focuses on monitoring and evaluating the quality of calls and other customer interactions, ensuring adherence to standards and documenting findings.

Ideal candidates have 1-2 years of professional experience in a related area, are independent, and can contribute to process improvements while supporting teams and maintaining a positive, inclusive workplace.

Qualifikationen

• Ability to listen to interactions and assess quality against standards.
• Comfort with documenting issues and performance metrics clearly.
• Capable of contributing to agent coaching and feedback processes.

Aufgaben

• Monitor the quality of inbound/outbound calls and other contact methods.
• Document quality issues and performance metrics for management review.
• Provide information to assist feedback and formal education for agents.
• Work independently within set frames; may lead junior team members.

Kenntnisse

Communication skills

Quality monitoring

Process adherence

Jobbeschreibung

Join Teleperformance - Where Excellence Meets Opportunity!

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

Why Choose Teleperformance?

We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.

Utilize advanced support technologies and processes engineered to achieve outstanding results.

We cultivate lasting client relationships and make positive contributions to our local communities.

Become Part of an Exceptional Team!

Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Job Description

Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., 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 on this level are fully proficient in executing established standards. Works independently within set frames and follows set course. Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area. Develops own knowledge, shares best practice and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes.

Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.

Be One of Our People:

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer

Job Application Accommodation:

If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.