Quality Assurance Specialist

Your potential has a place here with TTEC’s award-winning employment experience. As an Accounts Payable Invoice Processor working remotely in Five Ecom, Pasay, you’ll be a part of bringing humanity to business. #experienceTTEC

What You’ll Do

The Quality Assurance Specialist’s primary function is to evaluate the customer’s experience through the monitoring of agents’ contacts. Our goal is to ensure the best possible customer experience while maintaining and/or exceeding the client and Percepta’s standards. Additional responsibilities include coaching (if applicable for program), supporting Abay, meeting attendance (as needed), meeting/exceeding the monthly expectation for operations support and special assignments as assigned.

During a Typical Day, You’ll

Support QA Department Objectives

• Actively work towards QA Department goals and implementation of processes
• Promote teamwork within the department and throughout the site
• Support all program and client communications
• As required, participate in calibration sessions and meetings with QA partners such as Training and Operations
• Perform general administrative duties as required
  
  
  

Quality Assurance

• Monitor live and/or recorded agent interactions with customers to ensure adherence to client and Percepta standards
• Perform and complete evaluations, ensuring written feedback is concise, clear, objective and supportive.
• Identify and voice program trends, including strengths and opportunities for improvement
• Suggest improvements processes and procedures
  
  
  

Training & Development

• Participate in the QA Training & Certification Program and other training as required
• Participate in Operational re-current trainings
• Complete special projects as assigned
• Actively involved in own professional development, making suggestions and completing developmental opportunities as assigned
  
  
  

Operations Assistance

• QAS will be scheduled to support Operations each month. Responsibilities could include, but are not limited to:
• Contact Handling Time (all applicable channels)
• Subject Matter Expert duties
  
  
  

What You Bring To The Role

• Data entry and proofreading skills required
• Ability to interact effectively with all levels of employees and management
• Ability to work and coach to specific program hours of operation as needed to accomplish program goals.
  
  
  

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)
  
  
  

Visit https://mybenefits.ttec.com/ for more information.

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 hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

Primary Location

PH-Central Luzon-Pampanga

Other Locations

Philippines