Description - External
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.
Key Performance Objectives :
Basic Qualifications :
Preferred Qualifications :
Flowcharts, Scatter Plots, Run Charts, and Control Charts
Six Sigma White Belt certification