other
Posted Aug 5, 2025Senior Quality Analyst (BPO)
at TransPerfect
Do Dominican Republic*, DominicaOn-site
Responsibilities
- 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.
- Monitor trends and escalate recurring issues, compliance breaches, or performance risks.
- Support the development of QA policies, procedures, and best practices.
- Conduct in-depth audits of customer interactions (calls, chats, and emails) for accuracy, compliance, and quality.
Requirements
- This role requires strong analytical skills, attention to detail, and a deep understanding of customer service quality standards, compliance policies, and performance metrics. Key
Additional details
- TransPerfect Is More Than Just a Job… Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that.
- Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.
- 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.
- Provide actionable feedback to agents and supervisors to support continuous improvement.
- 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.