Teleperformance Off Campus Drive 2023 for its Trainer/ Quality Analyst, Teleperformance Drive is organizing Off Campus Drive for candidates in Any Batch. In order to apply, candidates should have degree in Any Graduate. if you are interested, please apply as soon as possible.
Company Name: Teleperformance
Role: Trainer/ Quality Analyst
Location: Work From Home
Experience: Freshers
Qualification: Any Graduate
Batch: Any Batch
Job Type: Work From Home
Salary: Best in Industry
Teleperformance Off Campus Drive 2023
Job Description:
- Monitor the calls of each advisor and provide immediate feedback to them in case of critical errors and non-critical errors
- Determine whether the agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation.
- Report contacts handling performance and statistics through monitoring and test contact evaluation. Also share daily, weekly, and monthly reports submitted to the Quality Assurance Supervisor.
- Will be responsibility to meet Quality related service level monthly
- Randomly monitor calls to ensure Client/TP standards are maintained.
- Need to manage BAU, Business intelligence audit and other compliance audits as per business requirement
- Provide regular feedback to team Members regarding the performance of the team and any issue that needs escalation.
- To work together as a team and achieve the targets set by clients
- Need to be flexible and motivate the team at regular intervals.
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Requirements:
- Monitor calls of each advisor every week ,during OJT and provide immediate feedback to the advisors in case of failed call.
- Provide regular feedback to Team Members regarding the performance of the team and any issue that needs escalation.
- Document the feedback signed off by the concerned parties.
- Monitor calls across teams (cross monitoring) every month.
- Nominate and groom floorwalkers amongst the team regularly.
- Conduct process refreshers and Policy refreshers.
- Nominate advisors to conduct buzz sessions.
- Handle all escalation calls for the team.
- Sharing good calls & bad calls , creating product level FAQ’s .
- Nominating hall of fame & hall of shame for OJT Batch .
- Conduct buzz sessions for any updates and share new information with the team including the targets for the day.
- Check the login schedules.
- Manage attrition through regular communication with advisors and tracking EWS through changes in behavior, performance and attendance.
Preferred Skills:
- Strong communication skills in English
Responsibility:
- Conduct new hire training and soft skills / Negotiation skill training
- Should complete monthly cyclic activities including refresher training, update training and PKT
- Sensitize to training needs / understand learning requirements of different learning groups
- Liaison with the Quality and Operations to identify, screen and execute process improvement plans
- Ability to execute training tasks / assignment on short notice
- nterested to deliver and contribute towards process improvement
- Take accountability for new hires performance during the OJT period, including attrition.
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