Senior Specialist, Quality Assurance

Job Description :

At TTEC, we're all about the Human Experience. Elevated. As a Quality Assurance Senior Specialist in any Metro Manila Sites, Cainta, Rizal ,Sta. Rosa Laguna, Pampanga, Bacolod, Iloilo or Dumaguete (Open for Temporary or Permanent Role), you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You'll be Doing
Do you love to help boost performance Do you have a passion for leading, mentoring and coaching

In this role, you'll evaluate and analyze customer interactions, then provide feedback and training to improve the customer experience and satisfaction scores. While evaluating calls with your active listening skill, you'll pinpoint areas for improvement and ensure proper information is being given to customers. From there, you'll use your honest and empathetic manner to motivate team leads and associates through helpful training and tips to help them succeed in quality customer experience on every call.

You'll report to Quality Assuance Manager. You'll contribute to the success of the customer experience as well as the overall success of the team.

During a Typical Day, You'll

• Pinpoint areas of improvement through monitoring calls for customer satisfaction and client requirements while addressing employee related issues and coordinating training on new or revised information
• Use your thorough knowledge and understanding of client specific call and product knowledge requirements to prepare reports
• Bring your time management and organizational skills to manage multiple, complex, ongoing tasks
• Provide feedback in an open and empathetic conversation with team leads and associates to train and cover topics related to handling calls

What You Bring to the Role

• Associate degree, technical school or equivalent work experience
• Engage and support in making sure the team has the proper tools to accomplish day-to-day tasks
• Consistently mentor and inspire others
• Customer service and call center experience
• Understanding, interpreting, and manipulating data for reporting

What You Can Expect

• Knowledgeable, encouraging, supporting and present leadership
• Diverse and community minded organization
• Career-growth and lots of learning opportunities for aspiring minds
• And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.