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Teleperformance
327 Teleperformance Jobs
2-7 years
₹ 2 - 6.1L/yr (AmbitionBox estimate)
Bangalore / Bengaluru
1 vacancy
Quality Analyst
Teleperformance
posted 1mon ago
Responsibilities*
Regularly listen to and evaluate recorded and live interactions across multiple vendors to ensure compliance with projects objective, company standards and regulatory requirements
• Through monitoring, derive business intelligence, patterns, and trends to drive improvement
• Develop and implement standardized quality monitoring processes and evaluation criteria across all vendors to ensure consistency in service delivery
• Perform regular quality audits and identify areas for improvement
• Deliver consolidated detailed feedback and coaching to SPOCs based on evaluation results, focusing on enhancing the agreed KPIs and adherence to quality standards
• Utilize performance data and quality metrics to identify trends, recurring issues, and areas for improvement
• Ensure that all quality monitoring activities comply with client policies, industry regulations, COPC standard and BEST QM
• Collaborate & communicate effectively with internal/external stakeholders
• Contribute to business value knowledge base and accurate support hand-offs
• Utilize known knowledge of concepts and methodologies such as LEAN, Six Sigma, Customer journey mapping etc to derive quality analysis
• Analytical bend of mind with an eye for detail
• Excellent analytical skills to interpret performance data and identify trends
EXPERIENCE:
• Min. 3-years experience in quality monitoring or quality assurance
• Strong understanding of quality monitoring tools and techniques, including call recording and speech analytics software
• Familiarity with the BEST QM standards of Teleperformance
• Should have worked on process improvement/transformation, CSAT scrubbing or RCA projects
• Excellent knowledge of MS Excel and PowerPoint
• Experience working with multiple vendors will be an added advantage
• Understanding of concepts of Lean Six Sigma, process excellence, etc. will be an added advantage
Employment Type: Full Time, Permanent
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Teleperformance is the nice place to work with job security . working in Teleperformance offers you the opportunities to work with the latest technologies .
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