Quality Assurance Specialist at Cebu I.T. ParkTeleTech

TeleTech is on the search for a strategic, goal oriented and passionate Quality Assurance Specialist to join our team at Cebu I.T. Park in a temporary work from home set up.  
 
Now, more than ever, how we connect is everything. Our purpose is to deliver humanity to business – and it's more relevant than ever before in today’s environment. We know we’re stronger together, working towards a purpose that matters. As TeleTech team members we lift each other up, deliver smiles, and support our communities. Join us in our commitment to deliver amazing experiences. 
 
What you’ll be doing: 
 
As a QA Specialist, you will be responsible to ensure accuracy of information and quality of all communications via call. Establish criteria standards for evaluation through listening and monitoring associate calls for customer satisfaction according to the client and Teletech’s specified policies, thresholds, and procedures. Support the overall quality assurance by conducting customer call evaluations and provide feedback for associates directly to their Team Leads in a meaningful and constructive manner. Collect, coordinate, evaluate and provide call data for associates to Team Leads as well as coaching, feedback and reporting. Attend team meetings and participate in both internal site and client calibration sessions – prepare and complete reports to meet requirements.  
 
What you’ll bring to us: 
Achieve 100% of quality call monitoring goals per client contract. 
Learn key business objectives, timeframes, and requirements associated with each quality goal and task. 
Understand and improve the key success metrics associated with the quality department. 
Deliver consistent high-quality customer service – maintaining a positive, respectful and caring attitude. 
Escalate and identify department issues as appropriate. Providing the scope of problem and the relative urgency with clear documentation of each issue. 
What skills you’ll need: 
Strong understanding of the company’s business, its goals and core values 
At least 1-year relative QA work experience in a BPO setting 
Proficient in English – both verbal and written communication skills 
Great interpersonal skills in dealing with a diverse population 
Open, honest, and empathetic manner when dealing with people 
Strong attention to detail and desire to follow procedures 
High customer service orientation 
Demonstrated multi-tasking capability and proven success in fast paced environment coupled with good time management 
Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly 
Technology and work environment requirements for the job: 
Have the right connection – you will need a home internet connection that is >15Mbps(you may do a quick check throughSpeedTest.net) 
Computer – we’ll supply and deliver at your doorstep 
Must be able to hard-wire (via ethernet cord) directly into your home modem 
Must have a quiet workspace that is within a reasonable proximity of your router so that you can plug in while working. 
Who We Are: 
 
TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other. 
 
Our Enterprise Services organization is the machine behind our market-facing product and solution areas, enabling each of our segments to deliver for our clients. Whether Information Technology, Finance, Accounting, Tax or Treasury, Supply Chain or Legal, or one of our Human Capital team members, we help to guide and simplify TeleTech’s business processes and operations. 
 
TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way. But don’t take our word for it — check out some our women in leadership and diversity awards on TTECjobs.com. 

1 Year or less Experience
High School graduates are welcome