Position Overview

The Quality Assurance Analyst is responsible for evaluating transactions between Operations Customer

Experts (OCEs) and Customers (Voice, Email, Chat, Click-to-Call, Social Media or other channels) to

identify and suggest opportunities for improvement within the project's processes in order to help TP

meet our client's expectations and increase our end user's, OCEs and client's satisfaction.

Key Responsibilities

(may perform other duties as requested, not specifically addressed in this document)

Maintain independence and objectivity while evaluating and assessing OCEs quality performance.

Ensuring independence in Quality Assurance (QA) evaluations of Operations Customer Experts (OCEs) is

crucial to maintaining fairness, accuracy, and credibility. Independence means that QA analysts evaluate

OCE performance objectively, free from personal biases or external influences, by adhering to the

following principles:

 Avoid Conflicts of Interest: QA analysts should not evaluate Operations Customer Experts they

supervise or work closely with to prevent biased assessments.

 Objective Oversight: Ensure QA analysts do not have personal or professional relationships with

the Operations Customer Experts being evaluated. If this is the case, the evaluations must be

performed by another Quality Assurance Analyst.

 Calibration Sessions: Regularly conduct calibration meetings to align evaluators and ensure

consistent interpretation and application of evaluation criteria.

 Detailed Evaluations: QA analysts must clearly document the rationale for each score, providing

specific evidence from the call or interaction to support their assessments.

 Spot Checks on Supervisor Evaluations: Conduct periodic spot checks on evaluations performed

by Operations Supervisors to verify accuracy, consistency, and adherence to established QA

guidelines. This helps identify and correct potential biases or discrepancies in their assessments.

 Findings/identification that allow the improvement of OCEs - Operations Customer Experts and

operational results.

 Consistency.

 Identify risks in the projects and suggest ways of internal control to mitigate the associated risks.

 Identify potential fraud and security-related issues: short calls, authentication, tools, sales,

referrals.

 Provide valuable information about the project to the Quality Assurance Assistance Manager.

 Deliver productivity.

 Identify training needs.

 Reporting of nonconforming situations; End Customers support through calls (inbound and

outbound) and other channels (chat, email, click to call, back office...).

 Interaction with other departments in order to improve or maximize results.

 Be an active part in the processes of continuous improvement, proposing methods of

improvement and innovation across the department and the company (producing fresh and

imaginative ideas and solutions).

 Ensure all TP processes, procedures and policies are fulfilled.

Required Qualifications

 Education and specific Training: Bachelor's degree or Graduate (preferentially).

 Fluency in English.

 Work Experience: two to five years of experience in Contact Center.

Soft Skills & Other Requirements

Technical Skills Hiring Requirements:

 Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).

 Understands contact center business and trends.

 Analytical skills and proactive reporting insights.

 Skills to be trained:

 Client Product Training; Use of production tools.

 Use of phone - email System.

 Use of BMS System.

Competencies and specific skills:

 Achievement oriented.

 Communication skills.

 Customer oriented.

 Diversity orientation.

 Judgment.

German Quality Assurance