Senior Specialist, Quality Assurance
ELoyalty
Santa Rosa, Calabarzon, PH
3d ago

Senior Quality Specialist

Position Summary :

Provides 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 where available.

Duties and Responsibilities :

  • 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.
  • Qualifications :

  • At least 2 years work experience in similar roles
  • Extensive experience using MS Excel and MS PowerPoint. Additional experience in other MS products preferred.
  • At least Six Sigma Yellow Belt Trained and Certified. Higher level Six Sigma certification preferred.
  • Knowledge in Lean Six Sigma
  • Strong presentation, written and verbal communication skills
  • Strong interpersonal skills
  • Critical thinking with high attention to detail
  • Knowledge in speech analytics tools preferred and other CX / digital capabilities in the market is a definite plus
  • Ability to respect and ensure strict confidentiality of data
  • Demonstrate multi-tasking capability in a fast-paced environment
  • Highly adaptable to changing priorities and projects
  • Knowledge / experience in the call center business
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