Quality Analyst @ Teleperformance (TP)

Roles and Responsibility

• Monitor and evaluate the quality of inbound and outbound telephone calls and other customer contact methods.
• Document quality issues and performance measures for management review.
• Provide feedback and formal education to individuals on the phone.
• Develop and implement effective quality control processes.
• Collaborate with team members to achieve high-quality standards.
• Analyze data to identify trends and areas for improvement.

• Minimum 1 year of experience in quality analysis, preferably in a BPO or call center environment.
• Strong knowledge of quality control processes and procedures.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong analytical and problem-solving skills.
• Experience with quality management tools and software.
• A professional/university degree is required.