Job Description

This position is the dedicated subject matter expert on the client's call handling guidelines and is the centralized point of calibration on the program for Teleperformance. Supervises a dedicated team of QA Analysts and ensures their calibration; coaching and development and productivity. Provides operations with daily and weekly highlights on quality and performance trends.

Required Skills:

• Identify major areas of quality based opportunities, use root cause analysis to drill down to actual cause, then disseminate information effectively and implement change improvement
• Maintain and perform analysis of daily, weekly, monthly QA based production reporting and individual variance tracking
• Verify team attendance daily and confirm analyst's hours in the QA attendance tracker
• Facilitation of internal and client driven calibrations while maintaining variance reporting and complete summarization of calibrations
• In-depth familiarization of QA guidelines and perform updates based on calibration directives
• Ability to analyze and solve complex QA issues then effectively disseminate and act upon the information
• Willing to work a flexible schedule if necessary and maintain optimal scheduling assignment of tem members
• Strong communication skills (verbal and written communications)
• Strong attendance record
• Ability to work independently
• Professional demeanor
• Must have experience with Microsoft Office (Outlook, Word, Excel, Powerpoint required)
• Ability to perform other related duties and assignments as required by QA management
• Must demonstrate and promote a positive attitude with team members
• Ability to multi-task thru complex issues arising simultaneously

Qualification Required

• College Graduate