Job Description

Category : Quality Assurance About TP TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways. With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. Benefits of working with TP include: Paid Training Competitive Wages Full Benefits (Medical, Dental, Vision, 401k and more) Paid Time Off Employee wellness and engagement programs TP and You Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen. Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit! Purpose Support of the operation and the customer through monitoring agent transactions quantifying the results and ensuring all are calibrated properly This position is 100% onsite in El Paso, TX. Work at home is not available for this position. Qualifications Must be at least 18 years old Previous call center experience with five (5) or more of the following: Bachelor’s degree or equivalent experience More than 1 year of experience as an inbound call center customer service representative More than 1 year of experience as a mentor, trainer or acting supervisor More than 1 year of quality assurance experience Analytical and problem solving skills Ability to analyze and identify agent trending Ability to analyze and identify opportunities in customer feedback Ability to assess individual and team performance Advanced troubleshooting skills Strong written and verbal communications skills Strong leadership skills Highly productive Excellent organizational and time management skills Excellent verbal and written communications skills 3-5 years experience call center management preferred Demonstrated competency in dealing with all levels of employees and management across the organization High level of expertise in company and client policies, tools, applications and practices Experience with creating or compiling reports using various sources of data Must be extremely detail oriented with the ability to develop thorough corrective and preventative plans Must be extremely articulate and present a professional image as this position will have contact with clients and other departments Experience with standard business applications including MSOffice (Excel experience a must) Strong team building and leadership skills focused on production oriented goals Able to work independently and manage multiple priorities in an ever changing environment Internal knowledge of TPUSA CSAT analytics processes Excellent attendance history Pass mandatory background checks which may include pre-screenings, drug tests and credit checks TP Leadership Skills Emotional Intelligence Self-Awareness Self-Management Empathy Knowledge TP Processes (for internal only) Call Center Acumen Supervisor Role Understanding Technology Microsoft Office Problem Solving Problem Solving & Critical Thinking Analytical Thinking Interpersonal Skills Assertive Communication Active Listening Leadership Skills Feedback Achievement orientation Goals establishment Follow up Be Part of Our TP Family It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. TP is an Equal Opportunity Employer

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