Quality Assurance Analyst (Customer Service)

Position Overview

The Quality Assurance Analyst is responsible for evaluating transactions between Operations Customer Experts (OCEs) and Customers (Voice, Email, Chat, Click-to-Call, social media or other channels) to identify and suggest opportunities for improvement within the project's processes in order to help TP meet our client’s expectations and increase our end user’s, OCEs and client’s satisfaction.

Key Responsibilities

• Maintain independence and objectivity while evaluating and assessing OCEs quality performance.
• Ensuring independence in Quality Assurance (QA) evaluations of Operations CustomerExperts (OCEs) is crucial to maintaining fairness, accuracy, and credibility.
• Independence means that QA analysts evaluate OCE performance objectively, free from personal biases or external influences.
• Calibration Sessions: Regularly conduct calibration meetings to align evaluators and ensure consistent interpretation and application of evaluation criteria.
• Detailed Evaluations: QA analysts must clearly document the rationale for each score, providing specific evidence from the call or interaction to support their assessments.
• Spot Checks on Supervisor Evaluations: Conduct periodic spot checks on evaluations performed by Operations Supervisors to verify accuracy, consistency, and adherence to established QA guidelines. This helps identify and correct potential biases or discrepancies in their assessments.
• Findings/identification that allow the improvement of OCEs - Operations CustomerExperts and operational results.

• Identify risks in the projects and suggest ways of internal control to mitigate the associated risks.
• Identify potential fraud and security-related issues: short calls, authentication, tools, sales, referrals.
• Provide valuable information about the project to the Quality Assurance Assistance Manager.
• Deliver productivity.
• Identify training needs.
• Reporting of nonconforming situations; End Customers support through calls (inbound and outbound) and other channels (chat, email, click to call, back office...).
• Interaction with other departments in order to improve or maximize results.
• Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions).
• Ensure all TP processes, procedures and policies are fulfilled.

Required Qualifications

• Bachelor’s degree
• Fluency in English.
• Work Experience: up to two years of experience in Contact Center.

Soft Skills &Other Requirements

• Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).
• Understands contact center business and trends.
• Analytical skills and proactive reporting insights. Skills to be trained:
• Client Product Training; Use of production tools.
• Use of phone - email System.
• Use of BMS System. Competencies and specific skills:
• Achievement oriented.
• Communication skills.
• Customer oriented.
• Diversity orientation.
• Judgment.