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Teleperformance USA Senior Quality Assurance Manager in Topeka, Kansas

Overview:

PURPOSE OF POSITION

Support of the operation and the customer through monitoring agent transactions quantifying the results and ensuring all are calibrated properly.

Responsibilities:

  • Supervise and manager team activities across multiple sites and one or more projects

  • Perform random checks on previously scored calls and review against client provided standard for analyst coaching and development

  • Ensure 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 analyses 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 relations

  • Ensure accurately compiled, distributed and analyzed daily, weekly and monthly QA reports by set deadlines

  • Provide development and support to QA monitoring staff

  • Complete all work assignments within deadlines given

  • Attend TP and client meetings and functions as assigned

  • Maintain a set work schedule allowing for flexibility based on business needs

  • Act as the voice and face of QA for assigned clients and provide client facing support

  • 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

  • Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately

  • Participate in any new policy training to ensure all policies are understood

  • Ensure all QA Analyst reporting and communication requirements are met

  • Must be available to travel between sites and locations

  • Thrive as a team player in a fast paced, high energy, change oriented environment

  • Perform other duties as assigned by supervisor or other members of management

Qualifications:

  • Must be at least 18 years old

  • Previous call center experience with five (5) or more of the following:

  • Bachelor's degree or equivalent experience

  • More than 1 year of experience as an inbound call center customer service representative

  • More than 1 year of experience as a mentor, trainer or acting supervisor

  • More than 1 year of quality assurance experience

  • Analytical and problem solving skills

  • Ability to analyze and identify agent trending

  • Ability to analyze and identify opportunities in customer feedback

  • Ability to assess individual and team performance

  • Advanced troubleshooting skills

  • Strong written and verbal communications skills

  • Strong leadership skills

  • Highly productive

  • Excellent organizational and time management skills

  • Excellent verbal and written communications skills

  • 3-5 years experience call center management preferred

  • Demonstrated competency in dealing with all levels of employees and management across the organization

  • High level of expertise in company and client policies, tools, applications and practices

  • Experience with creating or compiling reports using various sources of data

  • Must be extremely detail oriented with the ability to develop thorough corrective and preventative plans

  • Must be extremely articulate and present a professional image as this position will have contact with clients and other departments

  • Experience with standard business applications including MSOffice (Excel experience a must)

  • Strong team building and leadership skills focused on production oriented goals

  • Able to work independently and manage multiple priorities in an ever changing environment

  • Internal knowledge of TPUSA CSAT analytics processes

  • Excellent attendance history

  • Pass mandatory background checks which may include pre-screenings, drug tests and credit checks

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