Job Summary This position is the dedicated subject matter expert on the client's call handling guidelines and is the centralized point of calibration on the program for Teleperformance.
Duties / Responsibilities Supervises a dedicated team of QA Analysts and ensures their calibration; coaching and development and productivity.
Provides operations with daily and weekly highlights on quality and performance trends. Qualifications : Identify major areas of quality based opportunities, use root cause analysis to drill down to actual cause, then disseminate information effectively and implement change improvement
Maintain and perform analysis of daily, weekly, monthly QA based production reporting and individual variance tracking
Verify team attendance daily and confirm analyst's hours in the QA attendance tracker
Facilitation of internal and client driven calibrations while maintaining variance reporting and complete summarization of calibrations
In-depth familiarization of QA guidelines and perform updates based on calibration directives
Ability to analyze and solve complex QA issues then effectively disseminate and act upon the information
Willing to work a flexible schedule if necessary and maintain optimal scheduling assignment of team members
Strong communication skills (verbal and written communications)
Strong attendance record
Ability to work independently
Must have experience with Microsoft Office (Outlook, Word, Excel, Powerpoint required)
Ability to perform other related duties and assignments as required by QA management
Must demonstrate and promote a positive attitude with team members
Ability to multi-task thru complex issues arising simultaneously