specialist, Quality AssuranceTeletech Customer Care Management Philippiness Inc

Job Description :
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 •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:

Specialist, Quality Assurance
Teletech Customer Care Management Philippiness Inc
Philippines
1-4 years
Not Specified