teleperformance

Hilton Grand Vacation Quality Assurance Analyst

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Teleperformance is a people company. Our people represent us, make us successful, and make us proud. We are moved by passion. It defines us. It motivates us. It moves us forward. It is part of everything they do.

Job Description:

Key Responsibilities and Accountabilities
• Analyze adherence to quality policies and procedures by monitoring agents
• Provide effective feedback regarding agent performance on monitored calls, identifying both areas of good performance and opportunities for improvement.
• Apply Client expectations to the accurate "grading" of monitored agent calls;
• Accurately input the results (score) of all calls monitored into the appropriate database;
• Participate in internal QA and Operation calibrations and focus groups
• Follow all guidelines regarding communicating quality performance to the appropriate individuals, including Quality Department Management, Supervisors and Operations Management
• Identify performance trends and provide recommendations for Quality improvement to Quality Department Management
• Complete end-of-shift reporting as directed by QA Supervisor
• Identify performance trends and provide recommendations for Quality improvement to Quality Department Management
• Performs other related duties and assignments as required.
• Ensure all Teleperformance ARM 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 Teleperformance ARM Management immediately

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Teleperformance is an equal opportunity employer. Our organizational values stress the importance of diversity, fairness, and trust. Teleperformance is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

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