Teleperformance is hiring a detail-oriented Global Quality Assurance Analyst to join our Digital Services and Transformation team. In this role, you will evaluate interactions between our Operations Customer Experts and clients across various channels—including voice, email, chat, and social media—to ensure the highest standards of service and operational efficiency. Role Overview Department: Digital Services and Transformation / Operations
Key Responsibilities Objective Evaluations: Perform independent assessments of customer interactions to ensure fairness, accuracy, and adherence to quality standards. Quality Control: Participate in calibration sessions to align evaluation criteria and conduct spot checks on supervisor evaluations to eliminate bias. Risk & Fraud Detection: Identify operational risks, potential security issues (e.g., authentication failures), and fraudulent activities. Process Improvement: Propose innovative solutions to enhance departmental performance and customer satisfaction. Reporting: Document detailed rationales for performance scores and provide actionable insights to the Quality Assistance Manager to identify training needs. Compliance: Ensure all company processes, procedures, and security policies are strictly followed.
Qualification: Education and specific Training: Bachelor’s degree or Graduate. Fluency in English. Work Experience: 1 to 2 years of experience in Quality Assurance and Contact Center. Working knowledge of Microsoft Office Suite (Excel, Word, Power Point). Understands contact center business and trends. Analytical skills and proactive reporting insights. Client Product Training; Use of production tools. Use of phone - email System. Use of BMS System. Achievement is oriented. Communication skills. Customer oriented. Diversity orientation. Judgment. Benefits Competitive salary package. Comprehensive medical and social insurance. Company-provided transportation.