Quality Analyst for Social Media project – German speaker The main focus of Quality Analyst is to perform monitoring.
The Quality Analyst (QA) is responsible for monitoring transactions between CSR's and Customers (Voice, Email, Chat, Click-to-Call, social media or other channels) to identify and suggest opportunities for improvement needs in the projects in order to help Teleperformance meet our client's expectations concerning CSR's and project performance.
What you'll do Findings identification that allows the improvement of CSR and operational results; Performs monitoring, autonomously and impartially, according to project requirements to objectively evaluate processes compliance; Apply BEST QARequirements; 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 Business Quality Analyst (BQA); Reporting of nonconforming situations; Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions); Communicate to leadership any known infractions of these Corporate Policies and procedures immediately; May perform other duties as requested not specifically addressed in this document.
What you'll need Higher Education Degree (preferential); Fluency in German & English (mandatory); 2 years' experience in Contact Center (preferential).
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