Description
As a Senior QA Analyst at TransPerfect, you will play a key role in ensuring the quality and compliance of customer interactions by leading auditing efforts, identifying areas for improvement, and mentoring junior analysts.
Key Responsibilities:
- Conduct in-depth audits of customer interactions (calls, chats, and emails) for accuracy, compliance, and quality.
- Create and maintain QA scorecards, audit logs, and performance dashboards.
- Collaborate with supervisors and training teams to identify coaching needs and drive performance improvements.
- Lead calibration sessions to ensure scoring consistency across QA and operations teams.
- Provide actionable feedback to agents and supervisors to support continuous improvement.
- Monitor trends and escalate recurring issues, compliance breaches, or performance risks.
- Support the development of QA policies, procedures, and best practices.
- Participate in onboarding and training of new QA Analysts.
- Assist with reporting and root-cause analysis for quality-related KPIs.
- Partner with other departments on quality initiatives and projects.