Quality Assurance Analyst

Position OverviewThe 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 (OCEs) they supervise or work closely with to prevent biased assessments.Objective Oversight: Ensure QA Analysts do not have personal or professional relationships with the OCEs being evaluated. If such a relationship exists, 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.Operational Duties: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.Risk Identification: Identify risks within projects and suggest internal control methods to mitigate them.Security & Fraud Detection: Identify potential fraud and security-related issues, such as short calls, authentication failures, tool misuse, or suspicious sales and referrals.Continuous Improvement: * Identify findings that allow for the improvement of OCEs and operational results.Identify training needs and report non-conforming situations.Be an active part of continuous improvement processes by proposing innovative ideas and solutions across the department.Communication & Reporting:Stakeholder Interaction: Interact with other departments to maximize results and provide valuable project information to the Quality Assistance Manager.Productivity & Support: Deliver consistent productivity and support End Customer interactions across all channels (Inbound, Outbound, Chat, Email, Click-to-Call, Back Office).Compliance: Ensure that all TP processes, procedures, and policies are strictly fulfilled.Required Qualifications:Education: Bachelor’s degree or Graduate (preferentially).Language: Fluency in English.Work Experience: 6 months to 2 years of experience in Quality Assurance and Contact Center environments.