Quality Assurance Analyst

MakatiJob Summary: Monitor and evaluate calls based on Client specific criteria.
Escalate and communicate detailed information about calls monitored to all clients and Quality Assurance Supervisor.
Answer Operations questions concerning QA guidelines and policies.
Send out Red Flag/Fatal Error Audits to Upper Management.
Monitor all Teleperformance centers for quality and performance issues.
Participate in calibration sessions with Operations, Training, and internal quality members off-site.
Duties/Responsibilities:

Monitor and evaluate calls based on Client specific criteria.
Escalate and communicate detailed information about calls monitored to all clients and Quality Assurance Supervisor.
Answer Operations questions concerning QA guidelines and policies.
Send out Red Flag/Fatal Error Audits to Upper Management.
Monitor all Teleperformance centers for quality and performance issues.
Participate in calibration sessions with Operations, Training, and internal quality members off-site.
Qualifications:

Previous QA experience preferred
Ability to analyze and solve complex technical issues
Strong communication skills (verbal and written communications)
Strong troubleshooting and problem-solving skills
Strong attendance record
Current on technical issues
Ability to work independently
Professional demeanor
Must have experience Microsoft Office
Must show exemplary quality scores throughout tenure as an agent
Ability to perform other related duties and assignments as required and assigned by supervisor or manager
Must demonstrate a good attitude and the ability to work as a team player
Ability to multitask
Willing to work in a flexible schedule