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Teleperformance USA Trust and Safety, Quality Assurance Analyst in Port Saint Lucie, Florida

Overview:

The QA Analyst is tasked with evaluating and ensuring quality delivery of the Client Services Team. This individual is responsible for executing QA service offerings and participating in projects & initiatives led by Quality team.

Responsibilities:

  • Ensure awareness, understanding and, Certification on Content Policy and Operational guidelines

  • Monitor reviews and provide information on observable attributes in accordance with established quality guidelines

  • Partner with client teams to ensure that the decisions made are being regularly audited for accuracy and that the performance feedback is shared withthe responsible teams

  • Complete all audits in the required timeframe and provide timely and usable feedbackto 'Reviewers' to drive performance

  • Conduct root cause and other data analysis, to detectopportunities for improvement for the KPIs

  • Work closely with responsible Internal Ops & Quality stakeholders to aggregate, prioritize, and report on the top issues impacting KPIs

  • Proactively identify areas of client policies/operational guidelines requiring training and work with the training partners to ensure any trainings gaps are filled within the required timeframe

  • Act as Subject Matter Expert (SME) for QA evaluationsand be able to calibrate the evaluation criteria agreed with the client

  • Act as escalation point of contact for process questions, issues, and resolution

  • Participate in client calibrations and develop calibrations forthe internal staff

  • Collaborate with the relevant Ops & Quality stakeholders for performance enhancement of least performing Content Moderators

  • Become and remain knowledgeable about client processes/policies/ updates and the community standards

  • Participate as project team member in problem prevention and continuous improvement projectsIdentify improvement opportunities

  • Send reports of quality results to internal Ops & Quality stakeholders

  • Support every aspect of internal quality from audit planning, implementation, feedback, and re-audit if required16.Contribute to the QA Team's development and share knowledge within the team

  • Make well balanced decisions and personally driven to be an effective advocate of the Organization

  • Define / update quality frameworks to match the workflows

Qualifications:

Basic Qualifications

  • Higher, secondary specialized education, Bachelor's degree is preferred

  • In commuting/driving distance to work at our Port Saint Lucie, Florida location

  • Overall 2+ years of work experience in Trust and Safety

  • 2+ years working within a QA capacityand have solid understanding of workflow, tools used for providing services

  • 1+ years clientservice-related work experience

  • Fluent in English and regional language as per the requirement

Prefered Qualifications

  • Ability to identify operational opportunities for improvement

  • Excellent communication and interpersonal skills

  • Strong organizational and administrative skills

  • Ability to operate within a team environment, multi-tasking,and prioritizing work across supported clients

  • Use appropriate mannerisms/behaviour when interacting with client groups and/or end-users

  • Communicate comfortably with Teleperformance management or client points of contact

  • Escalate conflicts in a timely manner to appropriate personnel8.Mentor and coach others

  • Participate and lead in analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action

  • Identify barriers to effective teamwork

  • Cognitive Ability -Adaptable to learn new processes, concepts, and skills

  • Demonstrates the ability to work as part of a team adding positive attitude and business focus.

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