Quality Assurance Analyst ( Alp 18167)

MakatiReport ToSupervisor Job Summary Monitor and evaluate calls based on Client specific criteriaEscalate and communicate detailed information about calls monitored to all clients and Quality Assurance SupervisorAnswer Operations? questions concerning QA guidelines and policiesSend out Red Flag/Fatal Error Audits to Upper ManagementMonitor all Teleperformance centers for quality and performance issuesParticipate on calibration sessions with Operations, Training, and internal quality members off site
Duties/Responsibilities Monitor and evaluate calls based on Client specific criteriaEscalate and communicate detailed information about calls monitored to all clients and Quality Assurance SupervisorAnswer Operations? questions concerning QA guidelines and policiesSend out Red Flag/Fatal Error Audits to Upper ManagementMonitor all Teleperformance centers for quality and performance issuesParticipate on calibration sessions with Operations, Training, and internal quality members off site Qualifications: Previous QA experience preferredAbility to analyze and solve complex technical issuesStrong communication skills (verbal and written communications)Strong trouble shooting and problem solving skillsStrong attendance recordCurrent on technical issuesAbility to work independentlyProfessional demeanorMust have experience Microsoft OfficeMust show exemplary quality scores throughout tenure as an agentAbility to perform other related duties and assignments as required and assigned by supervisor or managerMust demonstrate a good attitude and the ability to work as a team playerAbility to multitaskWilling to work in a flexible schedule