Quality Assurance Specialist
Teleperformance - Philippines
Total years of experience :2 years, 1 Months
• Preparing and implementing quality assurance policies and procedures.
• Document quality assurance activities and create audit reports.
• Make recommendations for improvement.
• Contribute to call calibration sessions to evaluate agent performance.
• Review agents' conversations across all contact touchpoints to measure teams' performance and track customer support quality.
• Discuss and explain feedback with agents in regular meetings.