Quality Assurance Specialist Philippines

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)

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