Descripción de la oferta
As a Quality Analyst, you will play a key role in elevating the standard of sales agent interactions and ensuring consistency, compliance, and excellence across all sales channels. You will evaluate performance, identify improvement opportunities, and collaborate closely with operations and training teams to drive continuous quality enhancement.
Main Responsibilities
Quality Control: Conduct quality audits across all channels, ensuring adherence to established standards
Interaction Evaluation: Assess interactions using defined rubrics, benchmarks, and best practices, providing clear feedback that highlights strengths and development areas
Reporting & Insights: Report QA findings, identify trends and recurring issues, analyze data, and recommend actionable improvements to enhance effectiveness
Documentation Management: Maintain and update QA criteria, checklists, evaluations, feedback records, and audit documentation
Cross‑Functional Collaboration: Work closely with the training team to address skill gaps identified during evaluations, support new hires, and assist with escalations by preparing root‑cause analyses, providing data insights, or directly handling client issues when needed
Requirements
BA/BS degree or equivalent practical experience
Strong interpersonal skills and the ability to build rapport
Excellent communication, analytical, and motivational abilities
Hands‑on experience designing and implementing QA processes, programs, and assessment rubrics
Knowledge of consultative sales is a plus
Passion for sales, technology, and the internet, with a strong desire to learn and grow
Analytical mindset with the ability to interpret quality data and drive meaningful improvements
High emotional intelligence
Proficiency in spoken and written English
Desirable Skills
Process Excellence: Systematically improving organizational processes to enhance efficiency, effectiveness, and quality
Collaboration: Working effectively with others, sharing ideas and resources to achieve common goals
Communication: Exchanging information, ideas, and messages between individuals or groups through various channels and mediums
Emotional Intelligence: Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of actions
Open Mindedness: Considering and appreciating diverse perspectives and ideas, fostering collaboration
Critical Thinking: Evaluating information and arguments, leading to informed and effective decisions based on data insights
Solution Orientation: Approaching problems and challenges with a focus on finding practical and effective solutions
Entrepreneurship: Having a mindset characterized by innovation, creativity, risk‑taking, and a proactive approach to problem‑solving and opportunity identification
AI Proficiency: Understanding and leveraging Artificial Intelligence concepts, including machine learning, data analysis, and automation
Data Literacy: Reading, interpreting, and analyzing data, enabling informed decision‑making based on digital information
Benefits
Full‑time position
Long‑term contract
Continuous support from dedicated coaches to foster your personal and professional development
Employment with the world's largest provider of contact center services
Excellent work environment with great colleagues, social activities, and strong focus on personal growth
Clear career progression with opportunities for rapid promotion and development
Diversity, Equity & Inclusion
TP is home to a global family with various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.
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