Teleperformance Quality Analyst Interview Questions, Process, and Tips for Experienced

Q1. How would you handle a situation where an agent is unwilling to accept your constructive feedback?
Ans. 
I would approach the situation with empathy, open communication, and a focus on mutual growth to foster a positive outcome.
• Listen actively to the agent's concerns to understand their perspective.

• Use specific examples to illustrate the feedback, making it relatable.

• Encourage a two-way dialogue, allowing the agent to express their thoughts.

• Reinforce the importance of feedback for personal and professional growth.

• Offer su...read more
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Q2. If any agent is continuously getting Dsats what will you do?
Ans. 
Addressing continuous Dsats involves identifying root causes, providing support, and implementing improvement strategies.
• Conduct a one-on-one meeting with the agent to discuss the Dsats and understand their perspective.

• Analyze call recordings and feedback to identify specific areas of improvement, such as communication skills or product knowledge.

• Provide targeted training sessions or resources to help the agent improve...read more
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Q3. What happens if the parties involved in calibration do not agree on the same point of view?
Ans. 
Disagreements in calibration can lead to misalignment in quality standards, requiring resolution strategies.
• Open communication: Discuss differing viewpoints to understand each party's rationale.

• Seek a neutral third party: Involve an unbiased individual to mediate the discussion.

• Refer to established standards: Use documented guidelines or benchmarks to guide the calibration process.

• Document the disagreement: Keep a reco...read more
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Basic questions, Not typical ones

Q1. Previous job roles descriptions
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Q2. Expectation and execution policy
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Q1. Previous company
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Q1. Why you want to join the organisation
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Q1. What is 7qc tools ?
Ans. 
7QC tools are a set of basic quality tools used for process improvement and problem-solving.
• 7QC tools include Pareto chart, cause-and-effect diagram, flowchart, histogram, scatter diagram, control chart, and check sheet.

• These tools help in identifying and analyzing problems, determining root causes, and implementing solutions.

• For example, a Pareto chart can be used to identify the most frequent defects in a process, wh...read more
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Amcat tesr in there is 70 question