TTEC Senior Specialist, Quality Assurance in Philippines
TeleTech is on the search for temporary work from home Senior Specialist, Quality Assurance to proactively create meaningful connections with our team in Pioneer, Mandaluyong City.
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.
Why You? What you bring
Connections are everything here at TeleTech. That means we connect with our customers, our teammates and most importantly with you. And the ability to connect yourself is what you bring to the table… along with the following:
At least 2 years working experience in a BPO setting with strong understanding of the business, its goals and core values
A Six Sigma Yellow Belt Trained and Certified – preferably high-level six sigma certifications
Exceptional presentation skills – verbal and written communication
Knowledge in Lean Six Sigma and speech analytics tools – preferably with CX/digital capabilities in the market
Highly adaptable to changing priorities, projects and multi-tasking capability in a fast-paced environment
Technology and work environment requirements for the job:
Have the right connection – a home internet connection that is >15Mbps (you may do a quick check through Fast.com)
Computer – we’ll supply and deliver at your doorstep
Must be able to hard-wire (via ethernet cord) directly into your home modem
Must have a quiet workspace that is within a reasonable proximity of your router so that you can plug in while working.
What you’ll be doing:
Provide value added services to the TeleTech client base through the generation of business insights and analysis of operational data, quality metrics, voice of the customer, and use of speech analytics tools wherever available. We'll train you to be a subject matter expert in your field and build confidence in providing the highest level of service possible.
What your typical day will consist of:
Support both internal and external customers in creating proactive solutions analytics for business reviews and ad hoc analytics requests.
Use statistical analysis and six sigma concepts for problem solving and generating insights for clients.
Facilitate brainstorming sessions to determine root cause and come up with solutions using the TTEC proactive solutions process
Create analytics decks that summarize the data set, methodology, key findings, and proactive solutions.
Track and manages outcomes of different continuous improvement efforts recommended to the client and act as a liaison to ensure implementation
Act as a Customer Experience champion by helping and training client and site support teams by establishing regular reporting/analytics especially for newly launched programs.
Complete audits on evaluations completed by team leads to ensure compliance and accuracy to quality guidelines.
Create speech analytics queries using NICE/Nexidia and/or utilize other available speech analytics tools where applicable or necessary.
Support the implementation of TTEC’s Cognitive QA solution (suite of tools that utilize speech analytics and other Quality Management/Optimization features to help drive quality, coaching, and performance improvement).
Compile and clean all available data (QA, CSAT/NPS/VOC, AHT, FCR, and other metrics) in order to generate reliable and statistically valid analysis.
Facilitate cross-functional calibration session/s to ensure alignment
Present business reviews/analytics decks when necessary
What you'll enjoy:
Competitive pay, performance-based incentives and additional allowances
Real career growth opportunities
Company-sponsored HMO with Health & Wellness programs for you and your family
Educational assistance through tuition reimbursement
An accessible office location at the 2F Robinsons Cybergate Plaza, Mandaluyong City
We help global brands provide a great experience to their customers, build customer loyalty, and grow their business. We were founded on one guiding principle: customer experiences that are simple, inspired, and more human deliver lasting value for everyone. Your role brings that principle to life.
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.
TeleTech At Home
Now is the time to do this all from your contemporary home office through our TeleTech at home program. We don't miss a beat for our clients, their customers, and especially for you. Enjoy the same benefits, training and customized support to be successful in your position as associates at our physical locations. Level up into a full career through our gamified training and career development.
For more information about TeleTech, click on About Us or search #ExperienceTeleTech throughout social media to engage in the global conversation.