About the Company

Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

Job Summary

Analyze raw data and present results based on internal procedures. Analyze trends and patterns found in the data, to assist the company to interpret and make decisions

Key Responsibilities

• Analyze data according to defined business rules and procedures

• Analyze CSAT/DSAT data and provide root cause analysis

• Provide reports and analysis to assist others to track progress and optimize their focus on the areas of their interest and new trends

• Highlight weaknesses based on data analysis for improvement purposes

• Conduct comment analysis

• Maintain and update frequently Client and TP reports

• Calculate statistical valid sample size of Transaction monitoring for all types of transactions and assign it to the CSS/QA Representatives for execution

• Prepare & update Transaction monitoring plan on a weekly/monthly basis

• Follow up on sample size completion

• Organize and coordinate calibration sessions, gather, analyze and communicate the results

• Prepare and communicate analysis for New Hires to identify training needs and opportunities for improvement of recruiting profiles

• Take calls for educational purposes on a weekly basis

• Monitor transactions in case that is calibrated and based on language skills for support

• Work with Management to prioritize business needs

• Attend planned meetings and deliver feedback related to team performance (DSM/DMAIC/Process Level improvements)

• Provide analysis needed and participate in Problem Solving Process-DMAIC sessions

• Be positive and proactive and have a desire for applying continuous improvement processes

• Follow and apply Regulations regarding Personal & Performance Data Confidentiality & Security

• Ensure adherence to regulations, company policies internal and external Standards

• Attend recurrent trainings published by the Client/Company on a regular basis