Quality Assurance Analyst

3 months ago

المعادي, Egypt Teleperformance Full time

Analyze raw data and present results based on internal procedures. Analyze trends and patterns found in the data, to assist the company to interpret and make decisions.

**Requirements**:

- High school diploma or equivalent.
- German & English B2 or above.
- Proficient in Work Experience.
- At least 12 months experience as a representative.
- Applicable computer Operating System (Windows/iOS/Chrome OS/Android/Mac OS X. iOS)
- Office (Excel/PowerPoint) or equivalent tools.
- Effective Communication.
- Written Communication.
- Facilitating effective meetings.
- Teamwork and Inclusion.
- Providing and Receiving Feedback from others.
- Organizational, attention to detail.
- Ability to clearly understand a problem statement.
- Problem Solving and Critical Thinking.

**Responsibilities**:

- Analyze data according to defined business rules and procedures.
- Analyze CSAT/DSAT data and provide root cause analysis.
- Provide reports and analysis to assist others to track progress and optimize their focus on the areas of their interest and new trends.
- Conduct comment analysis.
- Maintain and update frequently Client and TP reports.
- Calculate statistical valid sample size of Transaction monitoring for all types of transactions and assign it to the CSS/QA Representatives for execution.
- Prepare & update Transaction monitoring plan on a weekly/monthly basis.
- Follow up on sample size completion.
- Organize and coordinate calibration sessions, gather, analyze and communicate the results.
- Prepare and communicate analysis for New Hires to identify training needs and opportunities for improvement of recruiting profiles.
- Take calls for educational purposes on a weekly basis.
- Monitor transactions in case that is calibrated and based on language skills for support.
- Attend planned meetings and deliver feedback related to team performance (DSM/DMAIC/Process Level improvements)
- Provide analysis needed and participate in Problem Solving Process-DMAIC sessions.

**Job Types**: Full-time, Permanent, Contract
Contract length: 12 months

**Language**:

- German (required)
- English (required)

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