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3.9

based on 27.2k Reviews

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327 Teleperformance Jobs

Quality Analyst

2-7 years

₹ 2 - 6.1L/yr (AmbitionBox estimate)

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This is an estimate of the average salary range for this position. It has not been reviewed by the company, and the actual salary may differ.

Bangalore / Bengaluru

1 vacancy

Quality Analyst

Teleperformance

posted 1mon ago

Job Role Insights

Flexible timing

Job Description

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

Read full job description

Teleperformance Interview Questions & Tips

Prepare for Teleperformance Quality Analyst roles with real interview advice

Top Teleperformance Quality Analyst Interview Questions

Q1. How you will maintain the balance between operations and quality so that they do not have any conflicts of interest
View answers (3)
Q2. How would you close a feedback?
View answers (3)
Q3. What are the quality parameters
View answer (1)
View all 6 questions

What people at Teleperformance are saying

4.0
 Rating based on 716 Quality Analyst reviews

Likes

Teleperformance is the nice place to work with job security . working in Teleperformance offers you the opportunities to work with the latest technologies .

Dislikes

Nothing

Read 716 reviews

Quality Analyst salary at Teleperformance

reported by 2.8k employees
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₹1 L/yr - ₹6.5 L/yr
18% less than the average Quality Analyst Salary in India
View more details

What Teleperformance employees are saying about work life

based on 27.2k employees
53%
39%
61%
80%
Flexible timing
Rotational Shift
No travel
Day Shift
View more insights

Teleperformance Benefits

Cafeteria
Job Training
Soft Skill Training
Free Transport
Work From Home
Health Insurance +6 more
View more benefits

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