Quality Assurance Analyst (Sales Coach) | TP Clark

Teleperformance; Philippines; On-site; PHP 223,000 - 469,000; Full time

Job summary

Teleperformance Philippines is seeking a Quality Assurance Analyst to monitor and evaluate the quality of inbound and outbound calls and other customer contacts for accuracy and adherence to standards. You will document quality issues and performance measures for management review and support feedback and training initiatives.

Positions at this level are proficient in established standards, work independently within set frames, and continually improve day-to-day processes.

Qualifications

• Monitors and evaluates the quality of inbound and 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.

Responsibilities

• Monitors and evaluates call quality and other customer contacts to ensure adherence to standards.
• Documents issues and performance data for management and coaching purposes.
• Supports feedback, education, and continuous improvement initiatives.

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.