specialist, Quality AssuranceTeletech Customer Care Management Philippiness Inc

Job Description : 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, coordina Job Description : 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
Monster

Philippines
Permanent
Full-time