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  • 1 month ago

jobs description

Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work, AENOR and Top Employer), is looking for a
Quality Analyst with native level of French and English or Spanish working knowledge, eager to develop his/her career in the customer service industry.

This role requires a professional with a keen eye for details who can work resourcefully and efficiently to assure quality of programs and interactions.

Main responsibilities
• Working closely with agents and supervisors, the QA will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each and every interaction.
• Responsible for conducting the number internal monitoring and feedback per agent as per client's requirements or internal standards
• The QA reviews for compliance with policies and procedures, ensures staff are providing accurate information.
• Provide feedback and deliver coaching following internal standards and processes, with... effective interpersonal communication
• QA collects and analyzes Top Call Drivers data
• Prepares quality reports and performance trends on a daily/weekly/monthly basis to inform all stakeholders
• Detect areas for improvement and main opportunities
• Attend internal and external calibration sessions
• Work closely with Ops management to develop and implement action plans for quality improvement

• Native level of French
• Working knowledge of English or Spanish is a must
• Experience in Customer Support Operations and Quality Assurance is a plus
• Strong Analytical Skills
• Strong Communication Skills
• Professional verbal and written communication skills
• Ability to handle multiple tasks at a time and meet deadlines
• Technical expertise with spreadsheets
• Proficient PC skills (word and excel high level of knowledge is a must)
• Must be selfmotivated, detail oriented, have the ability to accurately gather and document statistics
• Must be effective and efficient working in a team environment

• Fulltime contract, 39 hours/week. (Monday to Friday from 09.00 to 18.00)
• Competitive salary
• Permanent Contract
• Referral Program: Bring a Friend and get a Referral fee (up to 2.000€ depending on the language/project)
• A permanent presence of coaches who will facilitate your personal and professional development
• Established career path to grow within the project
• Excellent work environment, great colleagues, social arrangements and personal development

Type d'emploi :
Temps plein

Lieu du poste :
En présentiel
Barcelona Spain


Apply - French Quality Analyst Barcelona