Specialist, Quality Assurance
Cebu City, Central Visayas, PH
2d ago

Quality Assurance Specialist

Quality Assurance (QA) Specialists are responsible for listening to and monitoring associate calls for

customer satisfaction according to client and Teletech specified policies, thresholds, and procedures. QA

Specialists support the overall quality assurance work flow by conducting customer call evaluations and

may providing feedback directly to associates, but generally provide it directly to Team Leads in a

meaningful and constructive manner. QA Specialists are accountable for collecting, coordinating,

evaluating, and providing call data for associates to Team Leads and providing coaching, feedback, and

reporting. They must meet weekly and monthly call evaluation metrics. QA Specialists participate in both

internal site and client calibration sessions; prepare and complete reports in order to meet contractual

requirements. QA Specialists are expected to have a thorough understanding of client specific call and

product knowledge requirements. QA 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.

Key Performance Objectives

1. Achieve 100% of quality call monitoring goals per client contract. QA Specialists have monthly

tasks, which must be managed and met on time. They are responsible for monitoring associates calls and

scoring them based on client's specific requirements. They educate associates by sharing quality

expectations and criteria of evaluations. QA Specialists provide quality scores and feedback to team

leads to discuss areas of improvement with their associates. QA Specialists are responsible for flagging

associates that may need additional language or training support. (Time management, achievement

motivation, results orientation, efficiency, accountability)

2. Learn key business objectives, timeframes, and requirements associated with each quality goal

and task. Become a quality assurance process and system expert. This includes a high level of

knowledge in quality assurance practices, policies, and client specific requirements. They should have a

thorough understanding of systems that support those functions. Adapt quickly to any changes in the

process. Be able to troubleshoot issues and report issues that will impact quality department systems.

Understand the requirements for each task while strictly adhering to client's and TeleTech's policies.

Recommend changes to the process when applicable to improve the overall business

experience. (Attention to detail and process, follow-through, technical knowledge, ability to learn,


3. Understand and improve the key success metrics associated with the quality department. These

include :

  • Achieve monthly monitor targets as a team effort
  • Improve customer satisfaction scores and trends
  • Provide and track actionable feedback to team leads for coaching opportunities
  • Recommendations for improved performance
  • QA Specialists are responsible for completion of a portion of associates' evaluations. QA Specialists

    should gather information, observe the process and participate in efforts to constantly look for

    opportunities to improve current quality assurance processes and associate call driver performance, and

    communicate ideas for improvement to their managers regularly. (Observation, innovation, creativity,

    collaboration, communication)

    4. Deliver consistent high quality customer service. Respond to all internal customer requests within

    the established time frames. Maintain a positive, respectful and caring attitude when working with others.

    Communicate problems clearly and reassure customers that issues will be resolved quickly and delivered

    with minimum long term impact. Proactively share all issues with management. Take personal

    responsibility for solving issues and finding solutions. (Customer focus, friendly, helpful,

    accountability, diplomacy, communication)

    5. Escalate department issues as appropriate. Clearly identify issues including the scope of the

    problem and relative urgency. Provide clear documentation of each issue to the appropriate team.

    Answer questions and assist in isolating the root cause of problems. Provide information and insight to

    the Sr. QAS to help. Participate in testing solutions to ensure problems have been resolved. (Analysis,

    problem solving, judgment, communication, system troubleshooting)

    Basic Qualifications

  • 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

    Preferred Qualifications

  • Knowledge of call center business
  • Call center experience
  • Reporting
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