About the Company
Concentrix is a global leader in customer experience (CX) solutions and technology, driving CX transformation for many of the world’s best brands. With a presence across six continents, we empower clients to deliver exceptional customer service, optimize operations, and achieve business goals. Join our dynamic team and contribute to a culture of excellence and innovation.
Job Description
We are seeking a highly motivated and detail-oriented Teleperformance QA Specialist for a fully remote Quality Monitoring role. In this position, you will play a critical part in ensuring the highest standards of customer service and operational excellence across our client programs. You will be responsible for remotely monitoring, evaluating, and providing feedback on customer interactions to drive continuous improvement and enhance overall customer satisfaction.
Key Responsibilities
- Conduct remote quality monitoring of customer interactions (calls, chats, emails, etc.) against established guidelines and KPIs.
- Evaluate agent performance, identifying areas of strength and opportunities for improvement in soft skills, product knowledge, and process adherence.
- Provide constructive and actionable feedback to agents and team leaders to improve performance and quality scores.
- Identify and analyze trends in customer interactions to recommend process improvements and training needs.
- Participate in calibration sessions with clients and internal teams to ensure consistency and accuracy in evaluations.
- Prepare detailed quality reports and present findings to management, highlighting key insights and action plans.
- Stay updated on client products, services, and company policies to ensure accurate and relevant feedback.
- Contribute to the development and refinement of quality assurance processes and evaluation forms.
Required Skills
- Minimum of 2 years of experience in a Quality Assurance role within a contact center or BPO environment.
- Exceptional active listening, analytical, and problem-solving skills.
- Strong written and verbal communication skills, with the ability to deliver effective feedback.
- Proficiency in using quality monitoring software, CRM systems, and Microsoft Office Suite (especially Excel).
- Proven ability to work independently, prioritize tasks, and manage time effectively in a remote work setting.
- Demonstrated understanding of customer service best practices and quality metrics.
Preferred Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- Certification in Quality Assurance (e.g., COPC, Lean Six Sigma Green Belt).
- Experience with specific contact center technologies (e.g., Genesys, Five9, Zendesk).
- Bilingual capabilities (e.g., Spanish, French) are a plus.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off and company holidays.
- 401(k) retirement plan with company matching contributions.
- Employee assistance program for personal and professional support.
- Opportunities for professional development and career advancement.
- Remote work stipend for home office setup and utilities.
- Work-life balance focus with a fully remote position.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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