German Quality Assurance

Position OverviewThe Quality Assurance Analyst is responsible for evaluating transactions between Operations CustomerExperts (OCEs) and Customers (Voice, Email, Chat, Click-to-Call, Social Media or other channels) toidentify and suggest opportunities for improvement within the project's processes in order to help TPmeet 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) iscrucial to maintaining fairness, accuracy, and credibility. Independence means that QA analysts evaluateOCE performance objectively, free from personal biases or external influences, by adhering to thefollowing principles: Avoid Conflicts of Interest: QA analysts should not evaluate Operations Customer Experts theysupervise or work closely with to prevent biased assessments. Objective Oversight: Ensure QA analysts do not have personal or professional relationships withthe Operations Customer Experts being evaluated. If this is the case, the evaluations must beperformed by another Quality Assurance Analyst. Calibration Sessions: Regularly conduct calibration meetings to align evaluators and ensureconsistent interpretation and application of evaluation criteria. Detailed Evaluations: QA analysts must clearly document the rationale for each score, providingspecific evidence from the call or interaction to support their assessments. Spot Checks on Supervisor Evaluations: Conduct periodic spot checks on evaluations performedby Operations Supervisors to verify accuracy, consistency, and adherence to established QAguidelines. This helps identify and correct potential biases or discrepancies in their assessments. Findings/identification that allow for the improvement of OCEs - Operations Customer Expertsand 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 Assistance Manager. Deliver productivity. Identify training needs. Reporting of nonconforming situations; End Customers support through calls (inbound andoutbound) 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 of the processes of continuous improvement, proposing methods ofimprovement and innovation across the department and the company (producing fresh andimaginative ideas and solutions). Ensure that 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: 6 Months up to two years of experience in Quality Assurance and Contact Center.