Position Overview The Quality Assurance Analyst is responsible for evaluating transactions between Operations Customer Experts (OCEs) and Customers (Voice, Email, Chat, Click-to-Call, Social Media or other channels) toidentify and suggest opportunities for improvement within the project's processes in order to help TPmeet our client’s expectations and increase our end user’s, OCEs and client’s satisfaction.
Key Responsibilities(may perform other duties as requested, not specifically addressed in this document) Maintain independence and objectivity while evaluating and assessing OCEs quality performance. Ensuring independence in Quality Assurance (QA) evaluations of Operations Customer Experts (OCEs) iscrucial to maintaining fairness, accuracy, and credibility. Independence means that QA analysts evaluate OCE performance objectively, free from personal biases or external influences, by adhering to thefollowing principles: Avoid Conflicts of Interest: QA analysts should not evaluate Operations Customer Experts theysupervise or work closely with to prevent biased assessments. Objective Oversight: Ensure QA analysts do not have personal or professional relationships withthe Operations Customer Experts being evaluated. If this is the case, the evaluations must beperformed by another Quality Assurance Analyst. Calibration Sessions: Regularly conduct calibration meetings to align evaluators and ensureconsistent interpretation and application of evaluation criteria. Detailed Evaluations: QA analysts must clearly document the rationale for each score, providingspecific evidence from the call or interaction to support their assessments. Spot Checks on Supervisor Evaluations: Conduct periodic spot checks on evaluations performedby Operations Supervisors to verify accuracy, consistency, and adherence to established QAguidelines. This helps identify and correct potential biases or discrepancies in their assessments. Findings/identification that allow the improvement of OCEs - Operations Customer Experts andoperational results.
 Consistency. 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 Quality Assurance Assistance Manager. Deliver productivity. Identify training needs. Reporting of nonconforming situations; End Customers support through calls (inbound andoutbound) and other channels (chat, email, click to call, back office...). Interaction with other departments in order to improve or maximize results. Be an active part in the processes of continuous improvement, proposing methods ofimprovement and innovation across the department and the company (producing fresh andimaginative ideas and solutions). Ensure all TP processes, procedures and policies are fulfilled.
Required Qualifications Education and specific Training: Bachelor’s degree or Graduate (preferentially). Fluency in English. Work Experience: two to five years of experience in Contact Center.
Soft Skills & Other Requirements Technical Skills Hiring Requirements: Working knowledge of Microsoft Office Suite (Excel, Word, Power Point). Understands contact center business and trends. Analytical skills and proactive reporting insights. Skills to be trained: Client Product Training; Use of production tools. Use of phone - email System. Use of BMS System. Competencies and specific skills: Achievement oriented. Communication skills. Customer oriented. Diversity orientation. Judgment.