Quality Assurance Specialist

Position Overview

The Quality Assurance Analyst is responsible for evaluating transactions between Operations Customer Experts (OCEs) and Customers (Voice, Email, Chat, Click-to-Call, Social Media or other channels) to identify and suggest opportunities for improvement within the project's processes in order to help TP meet our client's expectations and increase our end user's, OCEs and client's satisfaction.

Key Responsibilities

(may perform other duties as requested, not specifically addressed in this document)

Maintain independence and objectivity while evaluating and assessing OCEs' quality performance. Ensuring independence in Quality Assurance (QA) evaluations of Operations Customer Experts (OCEs) is crucial to maintaining fairness, accuracy, and credibility. Independence means that QA analysts evaluate OCE performance objectively, free from personal biases or external influences, by adhering to the

following principles:

• Avoid Conflicts of Interest: QA analysts should not evaluate Operations Customer Experts they supervise or work closely with to prevent biased assessments.
• Objective Oversight: Ensure QA analysts do not have personal or professional relationships with the Operations Customer Experts being evaluated. If this is the case, the evaluations must be performed by another Quality Assurance Analyst.
• Calibration Sessions: Regularly conduct calibration meetings to align evaluators and ensure consistent interpretation and application of evaluation criteria.
• Detailed Evaluations: QA analysts must clearly document the rationale for each score, providing specific evidence from the call or interaction to support their assessments.
• Spot Checks on Supervisor Evaluations: Conduct periodic spot checks on evaluations performed by Operations Supervisors to verify accuracy, consistency, and adherence to established QA guidelines. This helps identify and correct potential biases or discrepancies in their assessments.
• Findings/identification that allow for the improvement of OCEs - Operations Customer Experts and operational results.
• Consistency.
• Identify risks in the projects and suggest ways of internal control to mitigate the associated risks.
• Identify potential fraud and security-related issues: short calls, authentication, tools, sales, referrals.
• Provide valuable information about the project to the Quality Assistance Manager.
• Deliver productivity.
• Identify training needs.
• Reporting of nonconforming situations; End Customers support through calls (inbound and outbound) and other channels (chat, email, click to call, back office...).
• Interaction with other departments in order to improve or maximize results.
• Be an active part of the processes of continuous improvement, proposing methods of improvement and innovation across the department and the company (producing fresh and imaginative ideas and solutions).
• Ensure that all TP processes, procedures, and policies are fulfilled.

Required Qualifications

• Education and specific Training: Bachelor's degree or Graduate (preferentially).
• Fluency in English.
• Work Experience: 6 Months up to two years of experience in Quality Assurance and Contact Center.

Soft Skills & Other Requirements

Technical Skills Hiring Requirements:

• Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).
• Understands contact center business and trends.
• Analytical skills and proactive reporting insights. Skills to be trained:
• Client Product Training; Use of production tools.
• Use of phone - email System.
• Use of BMS System. Competencies and specific skills:
• Achievement is oriented.
• Communication skills.
• Customer oriented.
• Diversity orientation.
• Judgment.