Quality Analyst

Job Role & Profile: Quality Assurance Analyst I

Advertised as : Quality Analyst

Location: Toronto Office (Eglinton East or The Well, DT Toronto)- Hybrid

Reports to: Quality Assurance Team Lead / Manager

Contract: Regular, Full-time

Education: College Diploma / Degree

Travel Requirements: No

For existing vacancy: Yes

About Us

TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

Our Work Culture

At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.

• Autonomous - We encourage and trust your decision-making skills.

• Progressive work environment- If you have skills to prove we have all ladders for you to grow

• Flexible - We believe in results

• Innovative - All ideas matter

• Inclusive - Everyone is Included and everyone wins

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Perform quality and process adherence review of contractor’s agents providing support services to clients customers and end users regarding their interactions with client’s customers and end users and work closely with client to update and implement changes to quality processes and criteria as these changes arise. This includes performing quality evaluations for each agent/ TL in accordance with SLAs

• Interpret and implement quality assurance standards

• Before each agent commences insuring and certifying that each agent (including TLs) is qualified based on minimum requirements guidance and/ or mock calls certification

• Track, measure and report metrics as per agreement with client

• Attend and lead calibration sessions

• Analyze data to identify trends, behaviors and areas of improvement through audits

• Keep track on the improvement of agents especially outliers

• Conduct calibration sessions and team huddles focused on quality

• Partner with Training to identify site/ agent opportunities and trend analysis to help determine training solutions to be done to address the areas for improvement

• To work closely with Operations to ensure that the agents are able to strategize along with the other departments to ensure that we are meeting the client and company targets

• Performance Improvement, Process Excellence and Continuous Improvement

• To the extent that the nature of the services requires supplier to process personal data (as defined by Agreement/s Sow or MSA) supplier warrants that any processing of such personal information will be carried out in compliance with each relevant provision of the data protection law applicable to supplier

• Problem area identification, suggestions to training to solve for it The role covers a broad set of responsibilities requiring expertise in strategic communications and knowledge of digital and content marketing, and communications design, development and execution.

Job Requirements:

• At least a Vocational Diploma/Short Course Certificate, Bachelor’s/ College Degree in any field

• Team player with great attention to details and ability to drive impactful insights

• Effective facilitation skills in client and staff meetings

Required Skills:

• Exceptional interpersonal and motivational skills

• At least 2 years of work experience in Quality Assurance in a B2B Customer Service environment

• At least 1 years of B2B Customer Service experience

• Knowledge of BPO voice and back office performance metrics

• Excellent computer skills, including but not limited to MS Office and G Suite

• Effective decision-making skills

• Ability to provide constructive feedback and identify opportunities for coaching

• Solid understanding of workflow and Salesforce

Benefits & Perks

• Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.

• Robust career path with a full development plan and the opportunity to grow in the organization.

• Paid 9 weeks of training and nesting which consists of 3 weeks of classroom training, 2 weeks of applied learning, 4 weeks of ticketing (nesting), and 2 weeks of annual leave.

• Continuous learning through progressive training that is specific to your tenure and skills.

• Competitive salary with incentive programs

• Positive and supportive environment

• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Schedule

• Fixed schedule Monday to Friday, 9 hrs shift from 9 AM to 6 PM.

Location

• Candidates are advised to be within travel distance from our primary locations: Yonge- Eglinton & The Well, Downtown Toronto.

• Hybrid setup, 4 weeks of product training will be on-site.

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.