specialist, Quality AssuranceTTEC

Human Capital Shared Services Quality Specialist provides value added services to the TeleTech client base through the generation and analysis of Human Capital data. Main functions include quality assurance, reporting and data calibration & analysis.
As Quality Specialist, you are responsible for listening to and monitoring coordinator calls and chat sessions for customer satisfaction according to Teletech specified policies, thresholds, and procedures. You will provide support to the overall assurance work flow by conducting customer call evaluations and provide feedback to Team Leads in a meaningful and constructive manner. Quality Specialists are accountable for collecting, coordinating, evaluating, and providing call data for associates to Team Leads. They must meet weekly and monthly call evaluation metrics. They also participate in both internal site and client calibration sessions; prepare and complete reports in order to meet contractual requirements. Quality Specialists are expected to have a thorough understanding of client specific call and product knowledge requirements. Quality Specialists support a culture of coaching to meet or exceed a quality customer experience satisfaction scores. They may attend team meetings as necessary to cover various topics related to handing calls.
What you'll bring to us:
Analytical ability to decipher statistical performance reports
Maintain reports that enable the management of continuous performance improvement and operational excellence onsite
Support departmental improvements i.e. tools, templates, processes
Support ongoing process improvement training and implementation
Basic Qualifications
Strong understanding of Teletech's business, core values, and goals
Great interpersonal skills in dealing with a diverse population
Open, honest, and empathetic manner when dealing with people
High customer service orientation
High level of integrity, honesty, and judgment
Ability to respect and ensure strict confidentiality of customer data
Demonstrated multi-tasking capability and proven success in fast paced environment coupled with good time management
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, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
What skills you'll need:
Quality audit and assessment
Presentation skills
Stakeholder management
Knowledge of call center business
Call center experience
Reporting
Notice to external Recruiters and Recruitment Agencies: TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.
TTEC

Philippines
Permanent
Full-time