Human Capital Services Quality Specialist

Promoted Parent
  • Post Date: October 10, 2020
  • Applications 0
  • Views 6
Job Overview

What you’ll be doing: 

Human Capital Shared Services Analyst provides value added services to the TeleTech client base through the generation and analysis of Human Capital data.  Main functions include quality assurance, reporting and data calibration & analysis.

As Quality Assurance POC, you are responsible for listening to and monitoring coordinator calls for customer satisfaction according to client and Teletech specified policies, thresholds, and procedures. You will provide support to the overall quality assurance work flow by conducting customer call evaluations and provide feedback to Team Leads in a meaningful and constructive manner. QA POCs are accountable for collecting, coordinating, evaluating, and providing call data for associates to Team Leads. They must meet weekly and monthly call evaluation metrics. QA resources participate in both internal site and client calibration sessions; prepare and complete reports in order to meet contractual requirements. QA POCs are expected to have a thorough understanding of client specific call and product knowledge requirements. QA POCs support a culture of coaching to meet or exceed a quality customer experience satisfaction scores. They may attend team meetings as necessary to cover various 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

  • Strong understanding of Teletech’s business, core values, and goals
  • Great interpersonal skills in dealing with a diverse population
  • Open, honest, and empathetic manner when dealing with people
  • High customer service orientation
  • High level of integrity, honesty, and judgment
  • Ability to respect and ensure strict confidentiality of customer data
  • Demonstrated multi-tasking capability and proven success in fast paced environment coupled with good time management
  • Strong attention to detail and desire to follow procedures
  • Strong verbal and written communication skills
  • Proficient English, both written and verbal
  • Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly

What skills you’ll need:

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

Location/Division:Metro Manila, Philippines

Job Requisition:02RRD-en

Work From Home:Yes

Job Detail
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