Are you a friendly Quality Analyst?

Angajator: Teleperformance Romania
  • Controlul calitatii
  • Customer support - Client service
  • Telecomunicatii
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
  • Job la nivel national
    Actualizat la: 05.07.2020

    Are you a friendly Quality Analyst?

    Teleperformance Romania is offering career development opportunities when we are talking about coordination positions or specialists.

    The Quality Analyst will work closely with the Operations, Work Force, Management teams and will be responsible to monitor and inspect the policies and procedures execution of Teleperformance projects, with the objective of measure the effectiveness of the Customer Experience KPI's.

    Requirements and eligibility criteria are:
    • English - advanced level
    • Work experience at least 1 year (similar position will be a plus)
    • Analytical and Problem solving
    • Educational Background: High School- minimum
    • MS Office basic skills
    • Written Communication Skills
    • High level of expertise in client policies, tools, applications and practices
    • Process based focus
    • Multitasking
    • Coaching Experience
    1. Measure, Analyze and prevent
    • Short Calls
    • BPA's (CA & CIP)
    • NTT (Non Talk Time, silence, hold, etc)
    • Outbound calls
    • LOB specific KPI's:
    o ITG (interactive troubleshooting guide compliance and utilization)
    o CPC (Credits per call
    o Transfer
    o TSR (Sales Verification process)

    2. Operational Effectiveness
    • Coaching Compliance
    • Quality of execution (REGROW)

    Here’s what you can expect from us:
    Super-fast recruitment process (just 3 days) – online interview
    Work AT HOME- in pandemic period
    Competitive monthly salary
    Paid training period - 100% online in pandemic period
    Bookster - free subscription - delivered at home in pandemic period
    Referral bonuses (up to 500 euro!)
    Professionals development opportunities
    Medical care subscription to a private center
    Anniversary and special occasion gifts
    Driving school discount
    Employee loans at privileged rates
    Discount cards for many shops

    A P P L Y   N O W    and in just a few days you could have a new work from home super job!