senior specialist, Quality AssuranceTeletech Customer Care Management Philippiness Inc

Job Description : At TTEC, we're all about the Human Experience. Elevated. As a Quality Assurance Senior Specialist in Five E-Com Pasayou'll be a part of creating and deliveringamazing customer experiences while you also #ExperienceTTEC, an award-wi Job Description : At TTEC, we're all about the Human Experience. Elevated. As a Quality Assurance Senior Specialist in Five E-Com Pasayou'll be a part of creating and deliveringamazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. What You'll be Doing Do you love to help boost performance Do you have a passion for leading, mentoring and coaching In this role, you'll evaluate and analyze customer interactions, then provide feedback and training toimprove the customer experience and satisfaction scores. While evaluating calls with your active listening skill, you'll pinpoint areas for improvement and ensure proper information is being given tocustomers. From there, you'll use your honest and empathetic manner to motivate team leads andassociates through helpful training and tips to help them succeed in quality customer experience onevery call. You'll report to Quality Assurance Manager. You'll contribute to the success of the customer experience as well as the overall success of the team. During a Typical Day, You'll . Pinpoint areas of improvement through monitoring calls for customer satisfaction and clientrequirements while addressing employee related issues and coordinating training on new orrevised information . Use your thorough knowledge and understanding of client specific call and product knowledgerequirements to prepare reports . Bring your time management and organizational skills to manage multiple, complex, on-goingtasks . Provide feedback in an open and empathetic conversation with team leads and associates to train and cover topics related to handling calls What You Bring to the Role . Associate degree, technical school or equivalent work experience . Engage and support in making sure the team has the proper tools to accomplish day-to-daytasks . Consistently mentor and inspire others . Customer service and call center experience . Understanding, interpreting, and manipulating data for reporting What You Can Expect . Knowledgeable, encouraging, supporting and present leadership . Diverse and community minded organization . Career-growth and lots of learning opportunities for aspiring minds . And yes... all the competitive compensation, performance bonus opportunities, benefits you'dexpect and maybe a few that would pleasantly surprise you About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companiesbuild engaged, pleased, profitable customer experiences powered by our combination of humanity andtechnology. On behalf of many of the world's leading iconic and disruptive brands, we talk, message,text, and video chat with millions of customers every day. These exceptional customer experiences startwith you.
Monster

Metro Manila
Permanent
Full-time