English Quality Analyst – Contact Center

Would you like to join a multicultural team working for a cutting-edge Fintech Company?

Teleperformance is a worldwide leader in customer experience management and contact centre business process outsourcing. Our company employs around 420.000 people working in over 265 dialects and languages, in 88 countries, operating across all business sectors and all continents on behalf of major international companies.

At Teleperformance, we do business with people, for people. We want our employees to be inspired and motivated. Our main goal is to make them proud to belong to Teleperformance through job satisfaction and a great work environment.

Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work, AENOR and Top Employer), is looking for a Quality Analyst with native level of English working knowledge, eager to develop his/her career with the worldwide leader in outsourced omnichannel customer experience management.

This role requires a professional with a keen eye for details who can work resourcefully and efficiently to assure quality of programs and interactions.



Main responsibilities:
Working closely with agents and supervisors, the QA will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each and every interaction.
Responsible for conducting the number internal monitoring and feedback per agent as per client’s requirements or internal standards
The QA reviews for compliance with policies and procedures, ensures staff are providing accurate information.
Provide feedback and deliver coaching following internal standards and processes, with effective interpersonal communication
QA collects and analyzes Top Call Drivers data
Prepares quality reports and performance trends on a daily/weekly/monthly basis to inform all stakeholders
Detect areas for improvement and main opportunities
Attend internal and external calibration sessions
Work closely with Ops management to develop and implement action plans for quality improvement


Requirements
Native level of English
Experience in Contact Center Quality Assurance
Strong Analytical Skills
Strong Communication Skills
Professional verbal and written communication skills
Ability to handle multiple tasks at a time and meet deadlines
Technical expertise with spreadsheets
Proficient PC skills
Must be self-motivated, detail oriented, have the ability to accurately gather and document statistics
Must be effective and efficient working in a team environment


Benefits
Full-time contract, 39 hours/week
Salary: 20.300€ gross/year + up to 1.200€ gross/year in bonus
Referral Program: Bring a Friend and get a Referral fee (up to 2.000€ depending on the language/project)
A permanent presence of coaches who will facilitate your personal and professional development
Employment with the world’s largest provider of contact center services
Excellent work environment, great colleagues, social arrangements and personal development
International business casual environment
Permanent Contract
Competitive Benefits package!