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 :
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 :