Quality Assurance Manager

İstanbul Avrupa Yakası
  • 06.08.2020
  • 0 - 50
  • 3422 Görüntüleme
Teleperformance Quality Assurance Manager İş İlanı

Job Description

QUALIFICATIONS AND JOB DESCRIPTION

Who We are

We are the worldwide leader in outsourced omnichannel customer experience management. Teleperformance  connects  the biggest and most respected brands on the planet with their customers by providing  customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions. When your customers contact you or vice versa, we are there to support them and make sure they have a unique experience with your brand in all channels.

We are a team of 300,000 passionate people working in 350 sites providing outstanding customer experience from 80 countries in 265 different languages and dialects.

Our information security strategy ensures that we’ll always be ahead of the market in security practices. Teleperformance leads the industry with world-class, award-winning security measures in contact center information defense. As the first in our industry to receive PCI certification, Teleperformance voluntarily complies with major security regulations. 

Teleperformance Turkey has an exciting opportunity for a motivated Quality Assurance Coordinator to work at İstanbul Flatofis.

 

Scope:

Collect, organize, monitor, and distribute information that is required to ensure the quality of service that is provided to End-Users and Clients. Typically generates reports using computer skills and distributes those reports to various users in the organization, customers, or suppliers.

Required Skills

What we are looking for:

  • High school diploma or equivalent
  • Proficient knowledge of English
  • At least 6 months as a Quality Assurance Analyst or
  • Previous Call Centre or related experience is desirable
  • Ability to use the desktop computer system
  • Ability to use Internet applications
  • Familiarity with iOS and/or MacOS, or comparable technology, is preferred, İOS

Key Responsibilities:
  • Prepare or approve monthly sampling for all types of transactions
  • Ensure the effectiveness of the monthly T.M and Shadow Observation Plan/Spot-Check of the QA Analysts and QA Supervisors
  • Monitor KPI’s results and provide recommendations for improvement to QA Manager and/or senior manager
  • Analyze qualitative metric’s results (CSAT, FCR, etc.) and transaction monitoring results and trends
  • Organise and deliver trainings related to quality assurance processes and analysis 
  • Evaluate annually the performance of the QA Staff 
  • Ensure the appropriate QA staffing 
  • Develop and improve reports 
  • Be the point of contact with the Client when this is requested 
  • Attend recurring trainings published by the Client/Company regularly 
  • Be positive and proactive and have a desire for improvement in quality 
  • Take on board feedback and adapt skills accordingly
  • Follow and apply TP regulations regarding personal &performance data confidentiality

Soft Skills:

  • Excellent written and verbal communication skills 

         -Ability to communicate correctly and clearly

  • Comprehension

         -Ability to clearly understand a problem statement

  • Good Problem Solving  Skills

         -Math & Analytical Skills 

Summary Info

Benzer İlanlar

Şirket Bilgileri Gizli
İstanbul Avrupa Yakası - Esenyurt
Bugün
BENZER TÜM İLANLAR

Teleperformance

Teleperformance Türkiye

46 ülkede, 66 dilde, 276 çağrı merkezinde 100,000'den fazla çalışanıyla dünyanın en büyük çağrı merkezi hizmetleri veren kuruluşudur.Türkiye’nin en deneyimli çağrı merkezlerinden biri olan METİS‘i bünyesine katarak global deneyimi ile Metis’in yerel uzmanlığını birleştirmiştir.

Bütünleşik çok kanallı dışkaynak müşteri deneyimi yönetiminde dünya lideri Teleperformance, 1978 yılından bu yana dünyanın önde gelen kurumlarıyla müşterileri arasında sürekli ve sağlam bir ilişki kurmalarına olanak tanır. İşini tutkuyla sahiplenen 300.000 kişilik ekibi ile Teleperformance, 80 ülkede, 350 çağrı merkezinde, 265 farklı dil ve lehçede yüksek tüketici memnuniyeti (CSAT), müşteri memnuniyeti (KSAT), çalışan memnuniyeti (ESAT) ve kalite programlarıyla eşsiz müşteri deneyimi sunar.


1995 yılında kurulan Teleperformance Türkiye, uluslararası deneyim, sürekli inovasyon, en iyi yetenekler, sürdürülebilir yönetim, analitik çözümler ve stratejik lokasyonlar ile global standartlarda yerel mükemmellik sağlar. Teleperformance Türkiye İstanbul, Balıkesir, Uşak, Trabzon ve Antalya’da bulunan 6 merkezinde 3000’den fazla çalışanı ve çok kanallı müşteri hizmetleri stratejisiyle en başarılı dış kaynak çözümlerini sunar. Müşteri hizmetleri, müşteri kazanımı (telepazarlama & telesatış), teknik destek, alacaklar yönetimi, BPO, e-Performance sosyal medya ve Teleperformance Analytics alanlarındaki başarısı ve liderliğiyle tanınmaktadır.

www.facebook.com/TeleprformanceTurkey


 

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