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, coordin 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. Responsibilities . To work cohesively with the team and foster healthy team work . To ensure that all the team members understand and follow the quality standards defined by the client and monitor quality of work done by each teammate . To meet required number of QA scans and create reports and summaries . To coach and provide feedback to the respective individuals as well as the team with positive reinforcement . To handle the calibration session with the client online and also clarify doubts related to process gaps . To objectively assess and constructively criticize the quality of work . To build commitment among team members regarding goals and accountabilities . To continuously review and fine-tune the quality assurance strategy to ensure it meets with the business requirements and customer expectations . Must be able to independently handle time sensitive and confidential documents . To keep updated with the product training and daily updates and develop technical expertise about the processes Skills required . Unquestionable product knowledge, excellent analytical skills and "to do" attitude . Excellent listening, oral and written communication skills . Excellent organizational, trouble shooting and time management skills . Flexibility to work in a 24*7 environment . Strong leadership skills and proficiency with MS Office applications Eligibility Criteria . Should be a confirmed employee . Should have a minimum tenure of 9 months in Verizon . Average review scores for last 2 quarters should be 325 and above . There should not be any absenteeism/escalation/warning letter(s) issued in last 6 months
Monster

Metro Manila
Permanent
Full-time