Teleperformance Quality Analyst Interview Questions and Answers

Disagreements in calibration can lead to misalignment in quality standards, requiring resolution strategies.

• Open communication: Discuss differing viewpoints to understand each party's rationale.

• Seek a neutral third party: Involve an unbiased individual to mediate the discussion.

• Refer to established standards: Use documented guidelines or benchmarks to guide the calibration process.

• Document the disagreement: Keep a...read more

Addressing continuous Dsats involves identifying root causes, providing support, and implementing improvement strategies.

• Conduct a one-on-one meeting with the agent to discuss the Dsats and understand their perspective.

• Analyze call recordings and feedback to identify specific areas of improvement, such as communication skills or product knowledge.

• Provide targeted training sessions or resources to help the agent im...read more

The 7 quality tools are a set of techniques used for quality control and improvement in various industries.

• Check sheet: Used to collect and analyze data in a systematic way.

• Control chart: Monitors process variation over time.

• Histogram: Represents data distribution visually.

• Pareto chart: Helps identify the most significant factors affecting a problem.

• Scatter diagram: Shows the relationship between two variables.

• Cau...read more

Faced a performance issue in a React Native app due to excessive re-renders, resolved by optimizing component structure.

• Identified performance bottleneck using React DevTools, which showed excessive re-renders.

• Refactored components to use React.memo for functional components to prevent unnecessary re-renders.

• Implemented useCallback and useMemo hooks to optimize functions and values passed as props.

• Conducted thorou...read more

Maintaining balance between operations and quality as a Quality Analyst

• Establish clear quality standards and communicate them to all stakeholders

• Ensure that quality is integrated into all operations and processes

• Regularly review and analyze data to identify areas for improvement

• Collaborate with operations teams to develop solutions that meet both quality and operational goals

• Provide training and support to operati...read more

I possess strong communication skills, enabling me to convey complex information clearly and collaborate effectively with diverse teams.

• Active Listening: I prioritize understanding others' perspectives, which helps in resolving issues efficiently.

• Clear Reporting: I create detailed reports that summarize findings and recommendations, ensuring stakeholders grasp key insights.

• Collaborative Communication: I regularly ...read more

To close a feedback, summarize the key points, thank the person for their input, and provide any necessary follow-up actions.

• Summarize the feedback to ensure understanding

• Thank the person for their input and acknowledge their effort

• Provide any necessary follow-up actions or next steps

• Ask if there is anything else they would like to add

• End on a positive note