Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work, AENOR and Top Employer), is looking for a Quality Analyst with native level of French and English or Spanish working knowledge, eager to develop his / her career in the customer service industry.
This role requires a professional with a keen eye for details who can work resourcefully and efficiently to assure quality of programs and interactions.
Main responsibilities
* Working closely with agents and supervisors, the QA will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each and every interaction.
* Responsible for conducting the number internal monitoring and feedback per agent as per client’s requirements or internal standards.
* The QA reviews for compliance with policies and procedures, ensuring staff are providing accurate information.
* Provide feedback and deliver coaching following internal standards and processes, with effective interpersonal communication.
* QA collects and analyzes Top Call Drivers data.
* Prepares quality reports and performance trends on a daily / weekly / monthly basis to inform all stakeholders.
* Detect areas for improvement and main opportunities.
* Attend internal and external calibration sessions.
* Work closely with Ops management to develop and implement action plans for quality improvement.
Requirements
* Native level of French.
* Working knowledge of English or Spanish is a must.
* Experience in Customer Support Operations and Quality Assurance is a plus.
* Strong Analytical Skills.
* Strong Communication Skills.
* Professional verbal and written communication skills.
* Ability to handle multiple tasks at a time and meet deadlines.
* Technical expertise with spreadsheets.
* Proficient PC skills (word and excel high level of knowledge is a must).
* Must be self-motivated, detail oriented, have the ability to accurately gather and document statistics.
* Must be effective and efficient working in a team environment.
* Full-time contract, 39 hours / week. (Monday to Friday from 09.00 to 18.00).
* Permanent Contract.
Quality Analyst • Barcelona, Catalonia, Spain
#J-18808-Ljbffr