Percepta is a public outsourcing and customer relationship company that provides client contact services with the goal of developing customer loyalty. The custo
Quality Assurance Specialist
Location
Philippines
Posted
20 hours ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Quality Assurance Specialist
Percepta
Role Description Your potential has a place here with TTEC’s award-winning employment experience. As a Quality Assurance Specialist working from home or onsite in locations in the Philippines such as Cebu, Lipa, Pampanga, Sta. Rosa, you’ll be a part of bringing humanity to business. Do you have a passion to help boost performance? Do you love pinpointing areas for improvement? You’ll evaluate and analyze customer interactions to improve customer experience and satisfaction scores. Your active listening skills will help ensure proper information is being given to customers while you analyze spreadsheets to pinpoint any patterns to help guide performance training. This includes: - Making sure employees are giving proper verbal statements. - Ensuring client requirements and policies are being met. - Finding similarities between associate scripts. You'll report to the Quality Assurance Manager and contribute to the success of the customer experience as well as the overall success of the team. During a Typical Day, You’ll: - Assist the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations. - Review and evaluate operational procedures, including Customer Service interactions from all communication channels. - Coordinate the logistics and conduct related audits, including sample selection, documentation, and reporting of results. - Facilitate periodic calibration sessions with the Customer Service department and all other areas of operations. - Assist with administrative functions, including developing Standard Operating Procedures (SOPs) and Quality Standard Definition Document (QSDD). - Assist with the data and analysis of quality reports in conformance with agreed-upon formats. - Perform special projects as required, such as assisting with the development, research, and delivery of new training. - Flexibility to perform job duties on-site, off-site, or remote, as business needs dictate. Qualifications - High school diploma or equivalent. - 6 months or more of customer service and call center experience. - Understanding, interpreting, and manipulating data for reporting. Benefits - 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. - Paid time off (PTO) and wellness and healthcare benefits. - A great compensation package and performance bonus opportunities. - Tuition reimbursement.
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Title: Quality System Specialist - Insights & Reporting Location: Franklin Lakes United States Job Description: Job ID R-547170 Category Quality We are the people who give possibilities purpose BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. 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