Call Center Quality Assurance Analyst

Overview

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs 

TP and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

Purpose

Support of the operation and the customer through monitoring agent transactions quantifying the results and ensuring all are calibrated properly 

This position is 100% onsite in McAllen, Texas. Work at home is not available for this position.

Responsibilities

Your Responsibilities

• Accurately perform observations on recorded or live agent calls and score them against a TP and client provided standard
• Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support
• Complete all work assignments within deadlines given
• Attend TP and client meetings and functions as assigned
• Maintain a set work schedule allowing for flexibility based on business needs
• Host and facilitate internal, external or QA team calibrations to track results and attendance
• Quality Assurance CSAT calibration process with clients, monitoring services and the operation
• Ensure value added CSAT analytics, methods and practices are provided to operation
• Client interaction as it relates to CSAT analytics, methods, and processes
• Ensure appropriate levels of skilled analysts to achieve company and/or client required levels of customer satisfaction (regardless of scoring or indicators utilized by the client)
• Support supervisor teams with representative quality execution Support supervisor teams in calibration session
• Support new hire quality training and transition
• Participate in any new policy training to ensure all policies are understood
• Ensure all QA Analyst reporting, and communication requirements are met
• Thrive as a team player in a fast paced, high energy, change oriented environment
• Perform other duties as assigned by supervisor or other members of management
• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately

Qualifications

Qualifications

• Must be at least 18 years old
• Previous call center experience with four (4) or more of the following:
  • Bachelor’s degree or equivalent experience
  • 6 plus months experience as an inbound call center customer service representative
  • 6 plus months experience as a mentor, trainer, or acting supervisor
  • 6 plus months of previous quality assurance experience
  • Analytical and problem-solving skills
    • Ability to analyze and identify agent trending
    • Ability to assess individual and team performance
  • Strong written and verbal communications skills
  • Strong leadership skills
  • Highly productive
  • Excellent organizational and time management skills
  • Excellent verbal and written communications skills
  • High level of expertise in company and client policies, tools, applications, and practices
  • Experience with creating or compiling reports using various sources of data
  • Must be extremely detail oriented with the ability to develop thorough corrective and preventative plans
  • Must be extremely articulate and present a professional image as this position will have contact with clients and other departments
  • Experience with standard business applications including MSOffice (Excel experience a must)
  • Strong team building and leadership skills focused on production-oriented goals
  • Able to manage multiple priorities in an ever-changing environment
  • Internal knowledge of TPUSA CSAT analytics processes
  • Excellent attendance history is required
  • Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks

Soft Skills

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy 

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

TP is an Equal Opportunity Employer