specialist, Quality AssuranceTTEC

Quality Assurance Specialist
Quality Assurance (QA) Specialists are responsible for quality analysis based on client and Teletech specified policies, thresholds, and procedures. QA Specialists are accountable for providing, coordinating, analyzing, and consolidating all necessary data in order to deliver and collaborate with the QA team and operations. Ensure quality processes and project work are completed in a timely and accurate manner following client and company requirements and quality standards. QA Specialists support the overall quality assurance work flow by conducting evaluations of associates providing feedback for the Team leads to use during coaching sessions. Run reports for team leads on QA scores and number of monitors completed. Meet monitoring goals and create action plans and follow-up on the progress to Team Leads and operations managers. QA Specialists participate in client calibration sessions and perform customer satisfaction analysis and scoring. QA Specialists are expected to have a working understanding of client specific requirements and product knowledge. QA Specialists follow action plans through to completion and reports on trends.
Key Performance Objectives:
Ensures all team members understand and follow the quality standards as defined by the client
Monitor quality of work done by each travel specialist
Attend and handle calibration internally and with the client
Continuously reviews and fine tunes the quality assurance strategy to ensure it meets the business requirements and customer expectations
Meets number of QA scans
Creates reports and summaries
Coaching and providing feedback to the respective individuals as well as the team through positive reinforcement
Basic Qualifications:
Strong understanding of quality analytics and root cause analysis
Ability to create quality reporting models based on operations and client requests
Familiar with EyeQ 360 functionality and reporting
High customer service orientation
Ability to respect and ensure strict confidentiality of customer data
Demonstrated multi-tasking capability and proven success in fast paced environment
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, Access, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
Preferred Qualifications:
Knowledge of call center business
Call center experience
Coaching skills
Reporting
Knowledge of the Basic 7 Quality tools: Fishbone Diagrams, Histograms, Pareto Anaysis,
Flowcharts, Scatter Plots, Run Charts, and Control Charts
Six Sigma White Belt certification
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.
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TTEC

Rizal Pampanga
Permanent
Full-time