**Job Summary**
- We are the worldwide leader in outsourced omnichannel customer experience management.
Teleperformance connects the most prominent and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back office, and other specialized service to ensure customer positive experience consistently.
- The QA is tasked with evaluating and ensuring quality delivery of the Client Services Team.
This individual is responsible for executing QA service offerings and participating in projects & initiatives led by a quality team.
**Main Responsibilities**:
- Ensure awareness, understanding and, Certification of Content Policy and Operational guidelines
- Monitor reviews and provide information on observable attributes in accordance with established quality guidelines
- Partner with client teams to ensure that the decisions made are being regularly audited for accuracy and that the performance feedback is shared with the responsible teams
- Complete all audits in the required timeframe and provide timely and usable feedback to 'Reviewers' to drive performance
- Conduct root cause and other data analysis, to detect opportunities for improvement for the KPIs
- Work closely with responsible Internal Ops & Quality stakeholders to aggregate, prioritize, and report on the top issues impacting KPIs
- Proactively identify areas of client policies/operational guidelines requiring training and work with the training partners to ensure any pieces of training gaps are filled within the required timeframe
- Act as Subject Matter Expert (SME) for QA evaluations and be able to calibrate the evaluation criteria agreed with the client
- Act as escalation point of contact for process questions, issues, and resolution
- Participate in client calibrations and develop calibrations for the internal staff
- Collaborate with the relevant Ops & Quality stakeholders for performance enhancement of least performing personnel
- Become and remain knowledgeable about client processes/ policies/ updates and the community standards
- Participate as a project team member in problem prevention and continuous improvement projects
Identify improvement opportunities
- Send reports of quality results to internal Ops & Quality stakeholders
- Support every aspect of internal quality from audit planning, implementation, feedback, and re-audit if required
- Contribute to the QA Team's development and share knowledge within the team
- Make well-balanced decisions and personally driven to be an effective advocate of the Organization
**Education and Specific Training**:
- Bachelor's Degree (BA or BS) or equivalent in Education
- 1+ years of work experience working within a QA capacity
- 1+ years of client service-related work experience
- Fluent in English and regional language as per the requirement
- Ability to identify operational opportunities for improvement
- Excellent communication and interpersonal skills
- Strong organizational and administrative skills
- Ability to operate within a team environment, multi-tasking, and prioritising work across supported clients
Tipo de puesto: Tiempo completo
Salario: ¢802,505.00 al mes
Experiência:
- Content Management: 2 años (Deseable)
- Quality: 1 año (Deseable)
Idioma:
- Ingles Fluidamente (Deseable)