Quality Assurance Analyst

8 hours ago

Angeles City, Central Luzon, Philippines Teleperformance Full time $40,000 - $60,000 per year

Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone.

Positions on this level are fully proficient in executing established standards. Works independently within set frames and follows set course. Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area. Develops own knowledge, shares best practice and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes.

Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.

Responsibilities may include but is not just limited to:

  • Transaction (call and / or any other contact channels) review and analysis

  • Identify and validate Compliance and Regulatory callouts

  • Perform Remediation & Corrective action as necessary (which may include callback)

  • Program level case / contact reviews

  • Provide feedback and collaborate with leadership team about emerging issues based on identified trends

  • Share Narratives based on TDC (Top Contact Drives)

  • Attend and facilitate quality centric assemblies

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