Teleperformance Clark

Position Summary:
The Quality Specialist performs all duties required of Quality Coach. The Quality Specialist has regular interaction with the LOB Client collaborating on calibrations, new programs, process analytics and improvement. The Quality Specialist is trusted to identify and implement change management strategies that continuously develop agent and program performance. New processes and procedures are communicated through the Quality Specialists to agents requiring the ability to convert concepts and abstracts into tangible materials and programs. 
Overall Responsibilities:
Function as a Subject Matter Expert on the LOB.
Communicate with and support Quality Manager, Operations Manager, Supervisors, leads, the Client and employees
Analyze DSAT and present drivers in cooperation with Client Quality Delivery Manager;
Propose process change with recommendation to mitigate any negative impact to different metrics;
Establish rapport and effective working relatio...