analyst, Quality Assurance (chat moderator)TTEC

Job Title: Chat Moderator
We are looking for the right individual to monitor our new employee environment, Humanify Neighborhood (Hn). This neighborhood, bringing together all the resources needed for our employees to provide the best customer experiences in the industry, is being rolled out and you can help it be a success from the beginning! The Chat Moderator will be responsible for reviewing and monitoring associates and team lead chats within the organization for irrelevant topics, inappropriate information, and generally enforcing the rules to ensure our Humanify Neighborhood environment is a safe, fun, and productive place for every TeleTech employee.
Chat moderators will initially follow and enforce the rules. They will support the overall Humanify Neighborhood analytics team by leading reviews and working with business analysts to develop actionable and insightful reports and improve dashboards to provide feedback to the business teams. They will also work with the business analyst to modify proprietary algorithms to improve the system identification of profanity and security violations.
The Chat Moderator will also lead efforts to partner with human resources, legal and information security to insure proper identification and process. They will also be a SME in a company wide initiative on fraud and information security.
Key Performance Objectives
1. Achieve 100% of chat monitoring as per humanify neighborhood goals. Chat Moderators will lead, prioritize, and achieve monthly tasks, which must be managed and met on time. They are responsible for monitoring chats and making decisions on infractions. They educate team by sharing commonalities and recommendations on algorithm modifications. Chat Moderators provide violations and feedback to team leads to discuss areas of improvement with their associates. Chat Moderators are responsible for flagging associates that may need intervention. (Time management, achievement motivation, results orientation, efficiency, accountability)
2. Learn key business objectives, timeframes, and requirements associated with each goal and task. Become a humanify neighborhood process and systems expert. This includes a high level of knowledge in quality assurance best practices, policies, and client specific requirements. They should have a thorough understanding of systems that support those functions and must be able to adapt quickly to any changes in the process. Be able to troubleshoot issues and report issues that will impact department systems. Understand the requirements for each task while strictly adhering to client's and TeleTech's policies. Recommend changes to the process and the system when applicable to improve the overall business experience. Troubleshoot and identify issues with existing reports and data by analyzing Excel reports and other data. (Attention to detail and process, follow-through, technical knowledge, ability to learn, analysis).
3. Understand and improve the key success metrics associated with the humanify neighborhood team. These include:
Daily/weekly/monthly monitoring targets
Improve violation scores and trends
Provide and track actionable feedback to team leads for coaching opportunities
Exercises judgement to create recommendations for improved use of chat moderations
Create and present PowerPoint presentations on analytics and project results
Chat Moderators are responsible for completion of chat violation evaluations. Chat Moderators should gather information, observe the process and participate in efforts to constantly look for opportunities to continually improve current processes and associate following chat guidelines, and communicate ideas for improvement to their business owners regularly. (Observation, innovation, creativity, collaboration, communication).
4. Deliver consistent high-quality customer service. Respond to all internal customer requests within the established time frames. Maintain a positive, respectful and caring attitude when working with others. Communicate problems clearly and reassure customers that issues will be resolved quickly and delivered with minimum long-term impact. Proactively share all issues with management. Take personal responsibility for solving issues and finding solutions. (Customer focus, friendly, helpful, accountability, diplomacy, communication)
5. Escalate department issues as appropriate. Clearly identify issues including the scope of the problem and relative urgency. Provide clear documentation of each issue to the appropriate team. Answer questions and assist in isolating the root cause of problems. Provide information and insight to the businesses analysts and managers to help. Participate in testing solutions to ensure problems have been resolved. (Analysis, problem solving, judgment, communication, system troubleshooting)
Basic Qualifications
Strong understanding and business acumen of business process outsourcing to include client-facing demonstrations of capabilities
Proven ability to learn off the shelf BPO technologies (e.g., Nice, Nexidia, Verint) as well as demonstrating proficiency learning proprietary, internal technologies
Great interpersonal skills in dealing with a diverse population
Open, honest, and empathetic manner when dealing with people
High customer service orientation
High level of integrity, honesty, and judgment
Ability to respect and ensure strict confidentiality of customer data
Demonstrated multi-tasking capability and proven success in fast paced environment coupled with good time management and technical skills
Ability to work independently as well as part of a team
Strong attention to detail and desire to follow procedures
Strong verbal and written communication skills
Proficient English, both written and verbal
Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
Have at least 2-year work experience in a similar role.
Ability to work well with a team or multiple teams
Preferred Qualifications
Knowledge of call center business
Call center experience
College degree or equivalent work experience
Proficient in reporting systems and creating reporting in excel, powerbi, tableau, etc
Proficient in analytics and statistics methodologies
Proficient in documentation of technical specifications
Proficient in best application development practices that result in easily maintained and understood, consistent/standardized approaches for development deliverables and high performing applications
Notice to external Recruiters and Recruitment Agencies: TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.
TTEC

Pampanga
Permanent
Full-time