Customer Experience Quality Assurance Analyst

OverviewAbout TPTeleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.Benefits of working with TP include• Paid Training• Competitive Wages• Full Benefits (Medical, Dental, Vision, 401k and more)• Paid Time Off• Employee wellness and engagement programPurpose of position: Support of the operation and the customer through monitoring agent transactions quantifying the results and ensuring all are calibrated properly.Responsibilities• Perform observations on recorded agent calls and score them against a client provided standard.• Perform observations on live agent calls and score them against a client provided standard.• Determine whether agents are using proper procedures, and efficient and effective practices to provide excellent customer service and support.• Accurately input the results (score) and provide coaching feedback on call monitoring analysis of agent call data.• Meet individual daily and weekly call monitoring quotas.• Complete all work assignments within given due dates.• Facilitate call calibrations.• Attend Teleperformance and Client meetings and functions as assigned.• Maintain a set work schedule, but allow flexibility where and when needed.• Work additional hours as necessary to support the business need.• Thrive as a team player in a fast-paced, high-energy, change-oriented environment• Other related tasks as assigned.Qualifications• Must have AEP Licensed• Must have quality assurance experience• Must be flexible to work any 5 days 7AM-11PM CST• Sales experience preferred• Basic Excel and Reporting knowledge is a plus but not required.• Analytical and problem solving skills• Ability to analyze and identify CSR trending• Ability to assess individual and team performance• Advanced troubleshooting skills• Strong written and verbal communication skills B• Strong leadership skills• Highly productive.• Very good attendance habits.• Excellent organizational and time management skills.• Excellent verbal and written communication skills.• Ability to communicate with all levels of management.• Ability to work independently and multi-task.• Ability to work in a changing environment.• High level of expertise in Teleperformance & client policies, tools, applications & practices.• Strong Knowledge of the Microsoft Office Products – Excel, Word, and PowerPoint.Be Part of Our TP FamilyIt is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.Teleperformance is an Equal Opportunity Employer