Call Center - Quality Assurance Lead at Grand Rapids

• Apply Client expectations to the accurate "grading" of monitored agent calls;
• Conduct internal monitoring based on Corporate QA directives and daily quotas (85% of time 6.8 hours/day)
• Provide effective feedback regarding agent performance on monitored calls, identifying both areas of good performance and opportunities for improvement.
• Learn and maintain an up-to-date understanding of Client expectations for agent call handling
• Accurately input the results (score) of all calls monitored into the appropriate database;
• Follow all guidelines regarding communicating quality performance to the appropriate individuals, including Quality Department Management, Supervisors, Operations Management and Client Services
• Identify performance trends and provide recommendations for Quality improvement to Quality Department Management
• Participate in internal QA and Operation calibrations and focus groups
• Phone time based on Corporate QA schedule
• Complete end-of-shift reporting as directed by Corporate QA
• Performs other related duties and assignments as required.
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment
• Ensure all Teleperformance policies and procedures are adhered to, including but not limited to:Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper TeleperformanceManagement immediately.

QUALIFICATIONS

• High school diploma or GED
• Strong communication skills (verbal and written communications)
• New Hire training delivered by Teleperformance USA
• QA training delivered by QA Department
• Previous call center experience
• Excellent verbal and written communication skills
• Must have experience with Microsoft Office.
• Must demonstrate honesty, reliability, ability to follow corporate QA directives and attention to detail
• Must show exemplary quality scores throughout their tenure as an agent.
• Must have an excellent attendance history.

Country: USA, State: Michigan, City: Grand Rapids, Company: Teleperformance USA.