Human Capital Services Quality Specialist
TTEC
Quezon City, Metro Manila, National Capital, PH
2d ago

Whatyou’ll be doing :

Human Capital Shared ServicesAnalyst provides value added services to the TeleTech client base through thegeneration and analysis of Human Capital data.

Main functions includequality assurance, reporting and data calibration & analysis.

As Quality Assurance POC, you are responsible for listening to andmonitoring coordinator calls for customer satisfaction according to client andTeletech specified policies, thresholds, and procedures.

You will providesupport to the overall quality assurance work flow by conducting customer callevaluations and provide feedback to Team Leads in a meaningful and constructivemanner.

QA POCs are accountable for collecting, coordinating, evaluating, andproviding call data for associates to Team Leads. They must meet weekly andmonthly call evaluation metrics.

QA resources participate in both internal siteand client calibration sessions; prepare and complete reports in order to meetcontractual requirements.

QA POCs are expected to have a thorough understandingof client specific call and product knowledge requirements. QA POCs support aculture of coaching to meet or exceed a quality customer experiencesatisfaction scores.

They may attend team meetings as necessary to covervarious 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

    Strongunderstanding of Teletech’s business, core values, and goals

    Greatinterpersonal skills in dealing with a diverse population

    Open,honest, and empathetic manner when dealing with people

    Highcustomer service orientation

    Highlevel of integrity, honesty, and judgment

    Abilityto respect and ensure strict confidentiality of customer data

    Demonstratedmulti-tasking capability and proven success in fast paced environment coupledwith good time management

    Strongattention to detail and desire to follow procedures

    Strongverbal and written communication skills

    ProficientEnglish, both written and verbal

    Workingknowledge of database applications such as MS Office(Excel, Outlook,PowerPoint), Oracle, Kronos or ability to learn technology quickly

    What skillsyou’ll need :

  • Quality audit and assessment
  • Presentation skills
  • Stakeholder management
  • Knowledge of call center business
  • Call center experience
  • Reporting
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