Trust and Safety Quality Analyst| Port Saint Lucie, FL
Port Saint Lucie, FL Port Saint Lucie, FL Estimated:
$48.
5K - $61.
4K a year Estimated:
$48.
5K - $61.
4K a year 11 days ago 11 days ago 11 days ago Category :
Quality Assurance DOING BUSINESS WITH PEOPLE, FOR PEOPLE.
Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978.
Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world's population.
This kind of growth wouldn't have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity.
Here, your success is our success.
PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS The QA Analyst is tasked with evaluating and ensuring quality delivery of the Client Services Team.
This individual is responsible for executing QA service offerings and participating in projects & initiatives led by Quality team.
Ensure awareness, understanding and, Certification on Content Policy and Operational guidelines Monitor reviews and provide information on observable attributes in accordance with established quality guidelines Partner with client teams to ensure that the decisions made are being regularly audited for accuracy and that the performance feedback is shared withthe responsible teams Complete all audits in the required timeframe and provide timely and usable feedbackto 'Reviewers' to drive performance Conduct root cause and other data analysis, to detectopportunities for improvement for the KPIs Work closely with responsible Internal Ops & Quality stakeholders to aggregate, prioritize, and report on the top issues impacting KPIs Proactively identify areas of client policies/operational guidelines requiring training and work with the training partners to ensure any trainings gaps are filled within the required timeframe Act as Subject Matter Expert (SME) for QA evaluationsand be able to calibrate the evaluation criteria agreed with the client Act as escalation point of contact for process questions, issues, and resolution Participate in client calibrations and develop calibrations forthe internal staff Collaborate with the relevant Ops & Quality stakeholders for performance enhancement of least performing Content Moderators Become and remain knowledgeable about client processes/policies/ updates and the community standards Participate as project team member in problem prevention and continuous improvement projectsIdentify improvement opportunities Send reports of quality results to internal Ops & Quality stakeholders Support every aspect of internal quality from audit planning, implementation, feedback, and re-audit if required16.
Contribute to the QA Team's development and share knowledge within the team Make well balanced decisions and personally driven to be an effective advocate of the Organization Define / update quality frameworks to match the workflows Basic Qualifications Higher, secondary specialized education, Bachelor's degree is preferred In commuting/driving distance to work at our Port Saint Lucie, Florida location Overall 2
years of work experience in Trust and Safety 2
years working within a QA capacityand have solid understanding of workflow, tools used for providing services 1
years clientservice-related work experience Fluent in English and regional language as per the requirement Prefered Qualifications Ability to identify operational opportunities for improvement Excellent communication and interpersonal skills Strong organizational and administrative skills Ability to operate within a team environment, multi-tasking,and prioritizing work across supported clients Use appropriate mannerisms/behaviour when interacting with client groups and/or end-users Communicate comfortably with Teleperformance management or client points of contact Escalate conflicts in a timely manner to appropriate personnel8.
Mentor and coach others Participate and lead in analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action Identify barriers to effective teamwork Cognitive Ability -Adaptable to learn new processes, concepts, and skills Demonstrates the ability to work as part of a team adding positive attitude and business focus.
Teleperformance is an equal opportunity employer.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
$48.
5K - $61.
4K a year Estimated:
$48.
5K - $61.
4K a year 11 days ago 11 days ago 11 days ago Category :
Quality Assurance DOING BUSINESS WITH PEOPLE, FOR PEOPLE.
Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978.
Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world's population.
This kind of growth wouldn't have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity.
Here, your success is our success.
PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS The QA Analyst is tasked with evaluating and ensuring quality delivery of the Client Services Team.
This individual is responsible for executing QA service offerings and participating in projects & initiatives led by Quality team.
Ensure awareness, understanding and, Certification on Content Policy and Operational guidelines Monitor reviews and provide information on observable attributes in accordance with established quality guidelines Partner with client teams to ensure that the decisions made are being regularly audited for accuracy and that the performance feedback is shared withthe responsible teams Complete all audits in the required timeframe and provide timely and usable feedbackto 'Reviewers' to drive performance Conduct root cause and other data analysis, to detectopportunities for improvement for the KPIs Work closely with responsible Internal Ops & Quality stakeholders to aggregate, prioritize, and report on the top issues impacting KPIs Proactively identify areas of client policies/operational guidelines requiring training and work with the training partners to ensure any trainings gaps are filled within the required timeframe Act as Subject Matter Expert (SME) for QA evaluationsand be able to calibrate the evaluation criteria agreed with the client Act as escalation point of contact for process questions, issues, and resolution Participate in client calibrations and develop calibrations forthe internal staff Collaborate with the relevant Ops & Quality stakeholders for performance enhancement of least performing Content Moderators Become and remain knowledgeable about client processes/policies/ updates and the community standards Participate as project team member in problem prevention and continuous improvement projectsIdentify improvement opportunities Send reports of quality results to internal Ops & Quality stakeholders Support every aspect of internal quality from audit planning, implementation, feedback, and re-audit if required16.
Contribute to the QA Team's development and share knowledge within the team Make well balanced decisions and personally driven to be an effective advocate of the Organization Define / update quality frameworks to match the workflows Basic Qualifications Higher, secondary specialized education, Bachelor's degree is preferred In commuting/driving distance to work at our Port Saint Lucie, Florida location Overall 2
years of work experience in Trust and Safety 2
years working within a QA capacityand have solid understanding of workflow, tools used for providing services 1
years clientservice-related work experience Fluent in English and regional language as per the requirement Prefered Qualifications Ability to identify operational opportunities for improvement Excellent communication and interpersonal skills Strong organizational and administrative skills Ability to operate within a team environment, multi-tasking,and prioritizing work across supported clients Use appropriate mannerisms/behaviour when interacting with client groups and/or end-users Communicate comfortably with Teleperformance management or client points of contact Escalate conflicts in a timely manner to appropriate personnel8.
Mentor and coach others Participate and lead in analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action Identify barriers to effective teamwork Cognitive Ability -Adaptable to learn new processes, concepts, and skills Demonstrates the ability to work as part of a team adding positive attitude and business focus.
Teleperformance is an equal opportunity employer.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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