Senior Specialist, Quality AssuranceTeletech Customer Care Management Philippines Inc.

TeleTech is on the search for temporary work from home Senior Specialist, Quality Assurance to proactively create meaningful connections with our team in Pioneer, Mandaluyong City. 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 need to qualify: At least 2 years working experience in a BPO setting with strong understanding of the business, its goals and core values A Six Sigma Yellow Belt Trained and Certified preferably high-level six sigma certifications Exceptional presentation skills verbal and written communication Knowledge in Lean Six Sigma and speech analytics tools preferably with CX/digital capabilities in the market Highly adaptable to changing priorities, projects and multi-tasking capability in a fast-paced environment Technology and work environment requirements for the job: Have the right connection a home internet connection that is >15Mbps (you may do a quick check through Fast.com) 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. What your typical day will consist of: Support both internal and external customers in creating proactive solutions analytics for business reviews and ad hoc analytics requests. Use statistical analysis and six sigma concepts for problem solving and generating insights for clients. Facilitate brainstorming sessions to determine root cause and come up with solutions using the TTEC proactive solutions process Create analytics decks that summarize the data set, methodology, key findings, and proactive solutions. Track and manages outcomes of different continuous improvement efforts recommended to the client and act as a liaison to ensure implementation Act as a Customer Experience champion by helping and training client and site support teams by establishing regular reporting/analytics especially for newly launched programs. Complete audits on evaluations completed by team leads to ensure compliance and accuracy to quality guidelines. Create speech analytics queries using NICE/Nexidia and/or utilize other available speech analytics tools where applicable or necessary. Support the implementation of TTEC s Cognitive QA solution (suite of tools that utilize speech analytics and other Quality Management/Optimization features to help drive quality, coaching, and performance improvement). Compile and clean all available data (QA, CSAT/NPS/VOC, AHT, FCR, and other metrics) in order to generate reliable and statistically valid analysis. Facilitate cross-functional calibration session/s to ensure alignment Present business reviews/analytics decks when necessary What you'll enjoy: Competitive pay, performance-based incentives and additional allowances Real career growth opportunities Company-sponsored HMO with Health & Wellness programs for you and your family Educational assistance through tuition reimbursement An accessible office location at the 2F Robinsons Cybergate Plaza, Mandaluyong City TeleTech is proud to be an equal opportunity employer. TeleTech 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 teletechjobs.com. For more information about TeleTech, search #ExperienceTeleTech throughout social media to engage in the global conversation.
Monster

Metro Manila
Temporary
Full-time