Urgent Hiring | Start ASAP
Are you passionate about quality, coaching, and driving sales performance Join Teleperformance Alphaland as a Quality Assurance Analyst supporting a fast-paced Telco account. This role is perfect for professionals who thrive in sales-driven environments and are eager to help teams deliver outstanding customer experiences while meeting performance goals.
If you have a keen eye for detail, strong analytical skills, and experience in sales, we want to hear from you!
What You'll Do
- Monitor and evaluate inbound/outbound calls and other customer interactions (email, chat) to ensure compliance with quality standards.
- Assess sales conversations to ensure proper call flow, product positioning, and customer experience.
- Identify quality issues, trends, and improvement opportunities.
- Document evaluation results and provide actionable feedback to support agent development.
- Partner with Operations and Training teams to enhance agent performance and drive sales quality.
- Support the coaching and formal feedback process to continuously improve team performance.
- Maintain high accuracy in quality audits and reporting.
- Share best practices and insights to help improve day-to-day operational processes.
What We're Looking For
- 1–2 years experience in Quality Assurance, Call Monitoring, or Coaching in a BPO environment.
- Telco sales background highly preferred
- Strong understanding of call quality metrics, sales techniques, and customer experience standards.
- Excellent analytical, communication, and coaching skills.
- Ability to work independently and manage multiple priorities.
- Experience handling Telco accounts is a strong advantage.
- Comfortable providing constructive feedback and performance insights.
