Teleperformance
Location
Hyderabad | India
Job description
Qualification
– Any graduate Experience- Min 2 years of experience into Quality Analyst Shift-24/7 shift. Roles & Responsibilities: - Ensure quality metrics are met by assessing accurate samples and monitor process improvement intiatives - Responsibilities include agent-wise quality monitoring of transactions (chats, email, call recordings), team level quality analysis, conducting calibration, creative approvals, performing fraud audits and compliance audits, and defining and updating quality frameworks to match the workflows - Often required to track team reporting, present audit findings to client and internal stakeholders, provide feedback and coaching to agents to improve quality, attend sessions with client stakeholders to provide insights on quality improvements and collaborate with training to help develop agent quality improvement plans - Should have solid understanding of workflow, tools used for providing services - Have experience working as an Agent in same/similar workflowsJob tags
Salary
