Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work, AENOR and Top Employer), is looking for a Quality Analyst with native level of French and English or Spanish working knowledge, eager to develop his/her career in the customer service industry.
This role requires a professional with a keen eye for details who can work resourcefully and efficiently to assure quality of programs and interactions.
Main responsibilities
1. Working closely with agents and supervisors, the QA will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each and every interaction.
2. Responsible for conducting the number internal monitoring and feedback per agent as per client’s requirements or internal standards
3. The QA reviews for compliance with policies and procedures, ensures staff are providing accurate information.
4. Provide feedback and deliver coaching following internal standards and processes, with effective interpersonal communication
5. QA collects and analyzes Top Call Drivers data
6. Prepares quality reports and performance trends on a daily/weekly/monthly basis to inform all stakeholders
7. Detect areas for improvement and main opportunities
8. Attend internal and external calibration sessions
9. Work closely with Ops management to develop and implement action plans for quality improvement
Requirements
10. Native level of French
11. Working knowledge of English or Spanish is a must
12. Experience in Customer Support Operations and Quality Assurance is a plus
13. Strong Analytical Skills
14. Strong Communication Skills
15. Professional verbal and written communication skills
16. Ability to handle multiple tasks at a time and meet deadlines
17. Technical expertise with spreadsheets
18. Proficient PC skills (word and excel high level of knowledge is a must)
19. Must be self-motivated, detail oriented, have the ability to accurately gather and document statistics
20. Must be effective and efficient working in a team environment
Benefits
21. Full-time contract, 39 hours/week. (Monday to Friday from 09.00 to 18.00)
22. Competitive salary
23. Permanent Contract
24. Referral Program: Bring a Friend and get a Referral fee (up to 2.000€ depending on the language/project)
25. A permanent presence of coaches who will facilitate your personal and professional development
26. Established career path to grow within the project
27. Employment with the world's largest provider of contact center services
28. Excellent work environment, great colleagues, social arrangements and personal development
29. Dynamic business casual environment with colleagues of all ages gathered in a highly-motivated team