OverviewAbout TPTeleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.Benefits of working with TP include:
Paid Training
Competitive Wages
Full Benefits (Medical, Dental, Vision, 401k and more)
Paid Time Off
Employee wellness and engagement programs
Teleperformance and YouThrough a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.Did you know that our Chief Client Officer started her career at Teleperformance as an agent and advanced to the pinnacle of the company? At Teleperformance, the sky is the limit!PurposeSupport of the operation and the customer through monitoring agent transactions quantifying the results and ensuring all are calibrated properlyThis position can be performed onsite at our Las Vegas, NV location or work at home. Preference will be given to local candidates who are available to work onsite.ResponsibilitiesYour Responsibilities
Accurately perform observations on recorded or live agent calls and score them against a TP and client provided standard
Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support
Complete all work assignments within deadlines given
Attend TP and client meetings and functions as assigned
Maintain a set work schedule allowing for flexibility based on business needs
Host and facilitate internal, external or QA team calibrations to track results and attendance
Quality Assurance CSAT calibration process with clients, monitoring services and the operation
Ensure value added CSAT analytics, methods and practices are provided to operation
Client interaction as it relates to CSAT analytics, methods, and processes
Ensure appropriate levels of skilled analysts to achieve company and/or client required levels of customer satisfaction (regardless of scoring or indicators utilized by the client)
Support supervisor teams with representative quality execution Support supervisor teams in calibration session
Support new hire quality training and transition
Participate in any new policy training to ensure all policies are understood
Ensure all QA Analyst reporting, and communication requirements are met
Thrive as a team player in a fast paced, high energy, change oriented environment
Perform other duties as assigned by supervisor or other members of management
Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
QualificationsQualifications
Preference for those with healthcare and/or insurance background
Must be at least 18 years old
Previous call center experience with four (4) or more of the following:
Bachelor’s degree or equivalent experience
6 plus months experience as an inbound call center customer service representative
6 plus months experience as a mentor, trainer, or acting supervisor
6 plus months of previous quality assurance experience
Analytical and problem-solving skills
Ability to analyze and identify agent trending
Ability to assess individual and team performance
Strong written and verbal communications skills
Strong leadership skills
Highly productive
Excellent organizational and time management skills
Excellent verbal and written communications skills
High level of expertise in company and client policies, tools, applications, and practices
Experience with creating or compiling reports using various sources of data
Must be extremely detail oriented with the ability to develop thorough corrective and preventative plans
Must be extremely articulate and present a professional image as this position will have contact with clients and other departments
Experience with standard business applications including MSOffice (Excel experience a must)
Strong team building and leadership skills focused on production-oriented goals
Able to manage multiple priorities in an ever-changing environment
Internal knowledge of TPUSA CSAT analytics processes
Excellent attendance history is required
Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks
Be Part of Our TP FamilyIt is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.Teleperformance is an Equal Opportunity EmployerJob Locations US-Remote | US-AZ | US-AR | US-CT | US-DE | US-FL | US-GA | US-ID | US-IL | US-IN | US-IA | Requisition ID 2025-61167Category Quality AssuranceCountry United States
