Quality Assurance Analyst at Teleperformance
Job Summary
The Quality Assurance Analyst is responsible for monitoring,
evaluating, and improving the quality of customer interactions to ensure
adherence to client and organizational standards. This role involves conducting
call and transaction audits, analyzing performance trends, and providing
actionable feedback to enhance service delivery. The Quality Analyst works
closely with operations, training, and leadership teams to identify gaps,
recommend process improvements, and support initiatives aimed at driving customer
satisfaction, compliance, and overall business performance.
Job Details
Quality Auditing
- Evaluate
contacts based on Quality metrics
- Coaching
and Training
- Score
and store the data in all Quality tools
- Compliance
analysis (Ensure compliance with company regulations with regards to Data
Security and Protection Standards)
Results Improvement
- Prepare
and conduct Feedback Sessions with the agents assigned to the team
- Identify
agents’ strengths and Weaknesses
- Provide
feedback to Team Leaders on identified areas that individual members of
the team need to improve on for coaching.
- Deep
Dive into the reporting data, find patterns of low service and come up
with solutions to the general problems (Report to QC and TQM)
- Check
any Escalation or Feedback tracker for Knowledge Gaps and cover them with
the concerned agents
- Attend
100% calibration sessions and shift briefs
- Participate
in team briefings to provide the QA objective and also sit in calibration
sessions
Performance Management
- Post
results on a daily basis
- Keep
an up-to-date record of individual agents’ quality performance for use in
performance reviews
- Compile
and send daily, weekly and monthly quality reports and send to the
Training and Quality Coordinator and other relevant stakeholders.
- Analyze
agents’ work output against guidelines/standards and provide feedback
- Ensure
compliance in performance indicators with the team, client and management
regarding quality matters
- Cascade
updates to the team
Process Improvement
- Provide
feedback and recommendations on recurring and widespread gaps that should
be addressed through training/refresher training
- Work
closely with Ops team on CSC development
- Attend
client meetings/WBRs
Requirements
- Degree/Diploma
in any field
- Track
record: 2 years in working for a service delivery centre/BPO that is
desirable. Proven track record of analytical skills.
- Excellent
communication skills and a high focus on customer satisfaction. Great
people skills and ability to effectively share (negative) feedback.
- Good
organizational skills, knowledgeable in goal-setting practices.
- Examples
of data visualization abilities and understanding of support metrics.
Perception of basic business metrics and how support impacts those.
- Problem-solving
capabilities to create meaningful strategies to improve support quality.
Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote).
- Ability
to analyze quality and operational metrics; identify drivers and possible
impacts and derive action plans out of those findings on individual /
team.
- Understanding
of quality processes, tools, and measures to evaluate and improve
individual/ team and overall performance.
- Strong
feedback and evaluation skills; ability to motivate, support and engage.
Good organizational, time management and prioritization skills
Sales Trainer at Teleperformance Kenya
Job Summary
A Sales Trainer is responsible for designing and delivering
training programs that enhance the sales knowledge, product understanding,
communication skills, and performance effectiveness of outbound tele sales
teams. The role focuses on onboarding new hires, upskilling existing team
members, coaching on sales techniques, and driving continuous improvement to
help teams meet revenue and customer acquisition targets.
Job Details
New Hire Onboarding and tenured employee upskilling
- Introducing
new hires to the company values, mission, and vision
- New
hire activation through client-provided credentials.
- Set
up and maintain training facilities and related training materials.
- Deliver
training to engage and stimulate existing and newly hired employees in a
manner that promotes the transfer of knowledge and application of skills.
- Promote
retention through effective use of questioning, presentation, and
facilitation skills and providing feedback and coaching that enhances
performance.
- Provide
and manage a training environment that fosters trust, learning, and
performance.
- Offering
all the necessary support during new hire onboarding and nesting phase.
- Collecting
new hire training feedback and submitting the same to the Training
Supervisor.
- Documenting,
maintaining data and progress of new hire/existing employee trainings.
Focused results Improvement
- Deep
dive into data or conduct evaluations to determine training needs.
- Conducting
refreshers based on CSR performance and business needs.
- Measuring
the effectiveness of training sessions and preparing individual or team
progress reports.
- Observing
the daily operations of CSRs and identifying any areas of improvement.
- To
participate in all frontline activities (buzz sessions, Process Update
Sessions, Quality Calibrations etc.) to maintain/enhance knowledge of
product.
Training Content Creation
- Developing
education materials, such as digital presentations, how-to manuals, and
instructional videos.
- Consistently
refurbish training content based on business product or procedure changes.
- Developing
and maintaining training materials including lesson plans, group
activities, the method for instructions, presentations, role-plays and
assessments.
Requirements
- Degree/Diploma
in education, communication, HR or Public relations
- Minimum
2 years experience, preferably in a BPO sector with outbound sales
experience
- Experience
with American client & Sale training experience
- Proficiency
in MS office
- Competency
in C1 English and client language they will be supporting (if any).
Excellent written, interpersonal and conflict resolution skills.
- Adapt
well to change and successfully set and adjust priorities as needed.
- Overall
understanding of customer service and the Sales industry
- Experience
in managing new hire batches.
- Previous
experience in a similar role.
- Strong
facilitation abilities and mentoring skills.
- Excellent
planning and time management skills.
- Ability
to breakdown complex concepts into simple, understandable topics
- Ability
to solve practical problems and deal with a variety of concrete variables
in situations where only limited standardization exists.
- Knowledge
and experience in reading, analyzing, and interpreting reports and support
procedures.
- Ability
to effectively present information and respond to questions from
management, peers, and customers.
- Self-driven,
proactive and team player.
- Ability
to create good and strong work ties cross departments.
Customer Service Supervisor at Teleperformance Kenya
Job Summary
The Customer Service Supervisor is responsible for driving
performance and ensuring customer satisfaction. The incumbent is expected to
consistently provide excellent management to the team, as well as represent
customer needs and goals within the organization to ensure the highest level of
accuracy and quality. In addition, the Customer Service Supervisor should build
relationships with customers and CSE’s to encourage new business opportunities.
Job Details
Managerial Responsibilities
- Achieve
operational excellence in all aspects of procedures and processes
undertaken to ensure satisfactory audit ratings by familiarizing the team
on and fully complying with the departmental & organizational
operation policies, procedures and relevant regulations & legislation
aligned to the industry in responding to and resolving any queries
relating to the unit’s operations, whilst contributing to procedures
development and improvement through continuous reviews
- Provides
regular two-way communication between the client and team, to provide
strong team representation and set proper client expectations.
- Ensures
that patient issues are dealt with in an efficient manner, informing the
Operations Manager of any problems that may arise.
- Works
closely with the respective departments providing support to the inbound
team in order to maintain a continuous knowledge of the Markets /
campaigns in order to identify potential issues and/or opportunities
within or related to the Specific Account.
- Ensures
that all processes and procedures are completed, quality standards are
met.
- Identifying
performance gaps and ensures interventions are implemented in a timely
manner to close the gaps
Functional Responsibilities
- Monitoring
account specific systems and processes for effective staff
utilization
- Ensures
that the Service Level Agreement is met.
- Responsible
for all client communication, conflict resolution, and compliance on
client deliverables.
- Carries
out real time performance evaluation and gives timely feedback to the CSCs
to ensure optimal work performance.
- Achieve
operational excellence in all aspects of procedures and processes
undertaken to ensure satisfactory audit ratings by familiarizing the team
on and fully complying with the departmental & organizational
operation policies, procedures and relevant regulations & legislation
in responding to and resolving any queries relating to the unit’s
operations, whilst contributing to procedures development and improvement
through continuous reviews.
Requirements
- Degree
in any related field
- C1
proficiency in English.
- Proficient
in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and
Internet Explorer.
- At
least 4 years of Customer Service experience, with at least 2 years in
leadership a position in a Call Center environment managing teams