Quality Analyst

About Teleperformance

Teleperformance SE, also known as TP, is a globally recognized business process outsourcing firm headquartered in France since 1978. It specializes in services like debt collection, telemarketing, customer relationship management, content moderation, and communications. The company is a leader in digital business and customer experience (CX) services worldwide, offering omnichannel support and back-office solutions. Since commencing operations in India in 2001, TP India has expanded its footprint across various cities, providing services such as customer care, technical assistance, and data analytics across multiple sectors, including Healthcare, Travel, BFSI, Retail & Ecommerce, Telecom, Utilities, and Manufacturing.

TP emphasizes core values such as innovation, respect, professionalism, and dedication to deliver superior customer experiences and support client business operations. The Indian branch acts as a center of excellence for digital CX and transformation services, striving to broaden the BPO sector into non-metro regions.

Job Role & Responsibilities

• Perform routine monitoring of operations (BAU) calls using Genesys, auditing two calls per agent monthly.
• Leverage customer Voice of the Customer (VOC) feedback when reviewing DSAT (dissatisfaction) cases.
• Compile and share thorough analyses and maintain assigned Excel dashboards.
• Conduct pre-shift and post-shift briefings or mid-shift sessions to address common errors and preventive measures.
• Participate in both internal and external calibration sessions to align quality standards.
• Administer dip checks to evaluate agents’ knowledge retention.
• Create knowledge assessments for agents, operations, and training teams; also complete self-assessments designed by training.
• Apply risk-based monitoring methods, auditing call disconnections, DSAT incidents, repeat audits, unusually high or low average handle times (AHT), and transfers as business demands.
• Process calls and chats for approximately eight hours monthly.

Additional Information

• Work location: Malad, Mumbai
• Working days: Five days per week with rotational two-day week-offs
• Shift pattern: Rotational shifts including night shifts
• Compensation: Up to INR 700,000 per annum
• Preference for candidates who can join immediately

Eligibility

Applicants must hold any graduate degree.