Quality Assurance Supervisor

Company: Teleperformance USA
Location: Des Moines
Posted on: August 6, 2022

Job Description:

Overview:Teleperformance At a Glance:For over 40 years, Teleperformance, the global leader in customer experience management, has been connecting customers with the world's most successful companies. With 420,000+ employees worldwide, Teleperformance serves customers from 170+ countries in 265+ dialects!Teleperformance's Digital Integrated Business Services combines human touch and high technology to deliver extraordinary customer experiences. While technology creates new and agile ways of working, our interaction experts remain committed to creating unique connections through empathy, adaptive communication skills, and more importantly, a passion for making it happen.Responsibilities:Duties:

• Supervise and manage daily quality team activities across multiple sites and one or more projects
• Perform spot checks and audits on reporting and processes implemented on the client program for consistency with Teleperformance Standards
• Determine whether agents are using proper procedures, and efficient and effective practices to provide excellent customer service and support
• Provide coaching feedback to site management on call monitoring analysis of agent call quality and CSAT data (or other relevant KPI's)
• Manage the quality team's daily, weekly and monthly call monitoring quotas for multiple sites
• Ability to build strong client, customer, and staff relationships
• Accurately compile, distribute, and analyze daily, weekly, and monthly QA reports by set deadlines
• Complete all work assignments within given due dates
• Provide development, and support to QA monitoring staff, and QA supervisors
• Attend Teleperformance and client meetings and functions as assigned
• Maintain a set work schedule, but allow flexibility where and when needed to meet business demands
• Must be able to travel between sites and locations
• Is the voice and face of QA for assigned clients and expected to provide client facing support
• Work additional hours as necessary to support the business needs
• Strategic and visionary in approach to issues; innovative problem-solving skills
• Working knowledge of company financial objectives
• Host and facilitate internal, external or QA team calibrations to track results and attendance
• Other related tasks as assigned
• Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediatelyQualifications:Previous call center experience with five (5) or more of the following:
  • More than six (6) months experience as an inbound call center customer service representative
  • More than six (6) months experience as a mentor, trainer or acting supervisor
  • Bachelor's degree (or equivalent) education
  • More than one (1) year of previous Quality Assurance experience
  • Analytical and problem-solving skillso Ability to analyze and identify agent trendingo Ability to analyze and identify opportunities in customer feedbacko Ability to assess individual and team performanceo Advanced troubleshooting skills
    • Strong written and verbal communication skills
    • Strong leadership skillsAdditional qualifications:
      • Highly productive
      • Very good attendance habits
      • Excellent organizational and time management skills
      • Excellent verbal and written communication skills
      • Ability to communicate with all levels of management
      • Ability to work independently and multi-task
      • College degree preferred
      • 3 to 5 years call center management experience preferred
      • Ability to work in a changing environment
      • High level of expertise in Teleperformance and client policies, tools, applications and practices
      • Working experience with creating or compiling reports using various sources of data
      • Experienced with the Microsoft Office Products - Excel, Word, and PowerPoint

Keywords: Teleperformance USA, Des Moines , Quality Assurance Supervisor, Other , Des Moines, Iowa