Quality Assurance Analysts for a Sales Project
Nr. i reklamës i Anegino
AR27HT67
Industria
Shërbime
Përshkrimi i punës
TELEPERFORMANCE ALBANIA is the worldwide leader for the Customer Center
Services, present in Albania with sites in Tirana and in Durres. For the Tirana site we are
looking for candidates for the following position:
5 Quality Assurance Analysts for a Sales Project
Job Summary / Overview
Working primarily with agents and supervisors the Quality Assurance Analyst will be
responsible for monitoring interactions to ensure the needs of the customer and
client are met on each and every interaction.
Working in a collaborative and engaging virtual environment, At Home Quality
Analyst will be responsible for the operational delivery His/her main responsibility
will be to ensure that quality and efficiency targets are achieved, by creating a highly
engaging virtual environment and by using Teleperformance standard (TOPS &
BEST).
At Home Quality Analyst will be responsible for a team working from home. He/she
develops the team to meet and exceed performance and client satisfaction and any
other relevant key operational metrics by providing them guidance, support, and
education.
Responsible for conducting internal monitoring based on company and daily quotas.
Inform of any suspicious or malicious behaviour detected during monitoring
Key Responsibilities and Accountabilities
Analyse adherence to quality policies and procedures by monitoring agents
Execute coaching process using internal standards for feedback and coaching-
Execute number of observations and feedback required per agent according to the
client request or internal standards.
Provide coaching and develop agent’s opportunities by using effective interpersonal
communication.
Collect top call drivers data
Develop reports in excel to inform about top call drivers and main opportunities
found.
Attend internal & external call calibration sessions
Observe potential inappropriate behaviours and provide real time alerts that are
followed with immediate actions taken (security rider)
Work closely with the ATAC Supervisor sharing insights and participating in ATAC
meetings to develop and implement effective action plans to improve quality and
related metrics.
Deliver feedback to agents
Education and Specific Training
High School diploma or equivalent
Work Experience
Tenured at least 6 months as an agent or previous experience as a QA
Required Skills
Fluency in Italian
Excellent written and verbal communication
Rev.1
Analytical ability
Leadership
Teamwork
Typing 30wpm
MS Office
Interpersonal skills
Problem solving
Management skills
Planning and organizing
Customer service oriented / Sales skills
Flexibility
Stress tolerance
Job motivation
Time management
Coaching skills
Interested? Apply sending your CV through Anegino
Deadline: 25/06/2021 (Please specify the position you are applying for!)
Services, present in Albania with sites in Tirana and in Durres. For the Tirana site we are
looking for candidates for the following position:
5 Quality Assurance Analysts for a Sales Project
Job Summary / Overview
Working primarily with agents and supervisors the Quality Assurance Analyst will be
responsible for monitoring interactions to ensure the needs of the customer and
client are met on each and every interaction.
Working in a collaborative and engaging virtual environment, At Home Quality
Analyst will be responsible for the operational delivery His/her main responsibility
will be to ensure that quality and efficiency targets are achieved, by creating a highly
engaging virtual environment and by using Teleperformance standard (TOPS &
BEST).
At Home Quality Analyst will be responsible for a team working from home. He/she
develops the team to meet and exceed performance and client satisfaction and any
other relevant key operational metrics by providing them guidance, support, and
education.
Responsible for conducting internal monitoring based on company and daily quotas.
Inform of any suspicious or malicious behaviour detected during monitoring
Key Responsibilities and Accountabilities
Analyse adherence to quality policies and procedures by monitoring agents
Execute coaching process using internal standards for feedback and coaching-
Execute number of observations and feedback required per agent according to the
client request or internal standards.
Provide coaching and develop agent’s opportunities by using effective interpersonal
communication.
Collect top call drivers data
Develop reports in excel to inform about top call drivers and main opportunities
found.
Attend internal & external call calibration sessions
Observe potential inappropriate behaviours and provide real time alerts that are
followed with immediate actions taken (security rider)
Work closely with the ATAC Supervisor sharing insights and participating in ATAC
meetings to develop and implement effective action plans to improve quality and
related metrics.
Deliver feedback to agents
Education and Specific Training
High School diploma or equivalent
Work Experience
Tenured at least 6 months as an agent or previous experience as a QA
Required Skills
Fluency in Italian
Excellent written and verbal communication
Rev.1
Analytical ability
Leadership
Teamwork
Typing 30wpm
MS Office
Interpersonal skills
Problem solving
Management skills
Planning and organizing
Customer service oriented / Sales skills
Flexibility
Stress tolerance
Job motivation
Time management
Coaching skills
Interested? Apply sending your CV through Anegino
Deadline: 25/06/2021 (Please specify the position you are applying for!)
Data e aplikimit të fundit : 26 Qershor 2021