Senior Quality Analyst (bpo)

TransPerfect Translations International Inc

Do, ,
On-site
Auditing customer interactions
Identifying areas for improvement
Customer service quality standards
TransPerfect is seeking a Senior Quality Analyst to ensure the quality and compliance of customer interactions within a BPO environment. The role involves conducting audits, mentoring junior analysts, and collaborating with teams to drive performance improvements

Job Summary

  • The Senior QA Analyst plays a key role in ensuring the quality and compliance of customer interactions by leading auditing efforts, identifying areas for improvement, and mentoring junior analysts.
  • Conduct in-depth audits of customer interactions (calls, chats, and emails) for accuracy, compliance, and quality.
  • Collaborate with supervisors and training teams to identify coaching needs and drive performance improvements.

Matching Summary

Match Score: 85

TransPerfect is seeking a Senior Quality Analyst to ensure the quality and compliance of customer interactions within a BPO environment. The role involves conducting audits, mentoring junior analysts, and collaborating with teams to drive performance improvements.

Skills & Requirements

Must-have

  • auditing customer interactions
  • identifying areas for improvement
  • customer service quality standards
  • compliance policies
  • performance metrics

Nice-to-have

  • mentoring junior analysts
  • continuous improvement
  • quality initiatives

Key Requirements

  • strong analytical skills
  • attention to detail
  • deep understanding of customer service quality standards
  • compliance policies
  • performance metrics

Work Rights

Not specified

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