Quality Analyst at Teleperformance

Barcelona, Catalonia, Spain -

Full Time

Start Date

Immediate

Expiry Date

28 Jun, 26

Salary

0.0

Posted On

30 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Audits, Interaction Evaluation, Reporting, Data Analysis, Documentation Management, Cross-Functional Collaboration, Root-Cause Analysis, Interpersonal Skills, Communication, Analytical Abilities, Process Design, Assessment Rubrics, Emotional Intelligence, Critical Thinking, Solution Orientation, Data Literacy

Industry

Outsourcing and Offshoring Consulting

Description

Purpose of the role As a Quality Analyst, you will play a key role in elevating the standard of sales agent interactions and ensuring consistency, compliance, and excellence across all sales channels. You will evaluate performance, identify improvement opportunities, and collaborate closely with operations and training teams to drive continuous quality enhancement. Main Responsibilities Quality Control: Conduct quality audits across all channels, ensuring adherence to established standards. Interaction Evaluation: Assess interactions using defined rubrics, benchmarks, and best practices, providing clear feedback that highlights strengths and development areas. Reporting & Insights: Report QA findings, identify trends and recurring issues, analyze data, and recommend actionable improvements to enhance effectiveness. Documentation Management: Maintain and update QA criteria, checklists, evaluations, feedback records, and audit documentation. Cross‑Functional Collaboration: Work closely with the training team to address skill gaps identified during evaluations, support new hires, and assist with escalations by preparing root‑cause analyses, providing data insights, or directly handling client issues when needed. Requirements BA/BS degree or equivalent practical experience. Strong interpersonal skills and the ability to build rapport. Excellent communication, analytical, and motivational abilities. Hands‑on experience designing and implementing QA processes, programs, and assessment rubrics. Knowledge of consultative sales is a plus. Passion for sales, technology, and the internet, with a strong desire to learn and grow. Analytical mindset with the ability to interpret quality data and drive meaningful improvements. High emotional intelligence. Proficiency in spoken and written English. Desirable Skills Process Excellence: Systematically improving organizational processes to enhance efficiency, effectiveness, and quality Collaboration: Working effectively with others, sharing ideas and resources to achieve common goals Communication: Exchanging information, ideas, and messages between individuals or groups through various channels and mediums. Emotional Intelligence: Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of actions Open Mindedness: Considering and appreciating diverse perspectives and ideas, fostering collaboration Critical Thinking: Evaluating information and arguments, leading to informed and effective decisions based on data insights Solution Orientation: Approaching problems and challenges with a focus on finding practical and effective solutions Entrepreneurship: Having a mindset characterized by innovation, creativity, risk-taking, and a proactive approach to problem-solving and opportunity identification AI Proficiency: Understanding und leveraging Artificial Intelligence concepts, including machine learning, data analysis, and automation Data Literacy: Reading, interpreting, and analyzing data, enabling informed decision-making based on digital information Full‑time position. Long‑term contract. Continuous support from dedicated coaches to foster your personal and professional development. Employment with the world’s largest provider of contact center services. Excellent work environment with great colleagues, social activities, and strong focus on personal growth. Clear career progression with opportunities for rapid promotion and development. 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.

Responsibilities

The Quality Analyst will conduct quality audits across all channels, assess agent interactions using defined rubrics, and report findings, trends, and actionable improvements to enhance effectiveness. This role involves maintaining documentation and collaborating with training teams to address identified skill gaps.