TTEC Customer Support Member Jobs<\/p>\n

Industry: Private
\nEmployment Type: Full Time
\nWork Hours:\u00a08
\nSalary: \u00a335 – \u00a345Hour
\nLocation: United Kingdom
\nCompany:\u00a0TTEC Holdings<\/p>\n

Description:<\/p>\n

TTEC Customer Support Member Jobs<\/p>\n

Quality Assurance (QA) Team Leads are responsible for Quality Assurance Specialists performance, development, mentoring, and coaching to meet and continuously improve both TTEC and client quality metrics. Team Leads focus on Specialists performance providing motivation and support to enhance engagement and success in attaining quality targets and goals. QA Team Leads hold team accountable for meeting all performance indicators, quality metrics using reporting tools, and techniques specific to quality assurance. Team Leads oversee and execute the monitoring and scoring activities and responsibilities of their teams. They coordinate quality assurance activities and special quality projects. Lead Specialists in accordance with policies and procedures of TTEC and client\u2019s requirements. Evaluate quality assurance processes. Recommend and coordinate needed changes based on process analysis and program changes upon client request. Responsible to meet team productivity and quality goals.<\/p>\n

TTEC Customer Support Member Jobs<\/p>\n

Key Performance Objectives<\/p>\n

Achieve 100% of quality goals per client contract.<\/p>\n

Actively implement strategies and initiatives to enable the Quality Assurance team to achieve its goals and objectives. Communicate the core strategy and quality goals to the team. Establish metrics for success, set clear priorities, and drive the team to meet quality goals. Understand the key business objectives, timeframes, and requirements associated with each goal. Ensure that the team meets contractual quality monitors and audits, accuracy and receive proper feedback. Ensured that the team is providing insight into program and language trends.(Strategic planning, project management, results orientation, business acumen, strategic thinking, enthusiasm)<\/p>\n

Manage day-to-day quality operations, processes, and reporting.<\/p>\n

Responsible for understanding and executing quality requirements specific to program(s) supported. This includes observation of and providing feedback to the team. Translate QA Specialists performance into a level of client and customer satisfaction. Contribute in quality evaluations by monitoring and scoring calls. Evaluate scores against client contractual expectations and calibrate in order to discover gaps and challenges. Communicate gaps and challenges with quality specialists and other stakeholders, participate in coaching process and provide an action plan to ensure the issues get addressed. Be involved with the quality disputes process if needed. Responsible for quality reporting. Regularly share quality reports with client and operations. (Teamwork and collaboration, problem solving, accountability, people skills, results orientation, relationship building)<\/p>\n

TTEC Customer Support Member Jobs<\/p>\n

Improve the key success metrics associated with quality department. These include:<\/p>\n

Provide program-level reporting to operations at least monthly if not weekly
\nProactively assess and document team efficiency to determine the best staffing plans each month
\nReview and assess day-to-day activities documenting ways to maximize individual and team output
\nFoster an environment that encourages team performance and supports development
\nWork to evolve the team as business partners to operations providing action plans and opportunities for improvement
\nGather information, analyze data, observe the process, and lead the effort to consistently improve each quality process and performance. This includes challenging every aspect of the processes. Recommended changes must be monitored and measured to ensure bottom-line impact to the process. Responsible for meeting key metrics and quality requirements. Held accountable for attrition and performance of Quality Assurance Specialists.(Data analysis, persuasion, problem solving, strategic thinking, achievement motivation)<\/p>\n

TTEC Customer Support Member Jobs<\/p>\n

Deliver excellent customer service and communication.<\/p>\n

Responsible and available for teams\u2019 questions and issues ensuring appropriate resolution of issues. Maintain a positive, respectful and caring attitude. Communicate problems clearly and collaborate with direct reports and business partners that issues will be resolved quickly with a minimum of long term impact. Proactively share relevant reports with managers and other team leads as needed. Take personal responsibility for problems and solutions.(Communication, helpful, conflict resolution, take ownership, enthusiasm, customer focus)<\/p>\n

Develop, coach, support, and evaluate the team.<\/p>\n

Responsible for development of Quality Assurance Specialists. Establish realistic team goals and performance objectives. Provide constructive feedback to staff. Hold team accountable for meeting all performance indicators and client quality metrics, using reporting tools and techniques. Coach and provide career development advice to specialists.(Coaching, achievement motivation, influence, communication, mentor, judgment, accountability)<\/p>\n

Ensure team has tools, systems, and support needed to perform their job.<\/p>\n

Escalate system level issues to the appropriate systems\/IT support\/ vendor team\/client. Clearly identify all system level errors including the scope of problems and relative urgency. Provide clear documentation of problems via e-mail or ticketing system to the appropriate team. Ensure that problems have been addressed.(Problem solving, system troubleshooting, communication, reporting, attention to detail).<\/p>\n

TTEC Customer Support Member Jobs<\/p>\n

Additional Duties:<\/p>\n

50% Of Time<\/p>\n

Supervise action plans to positively impact customer satisfaction process to the internal quality process
\nAssist in collaboration with internal departments to ensure client and customer satisfaction
\nSupervise the QA Department in the implementing TTEC Quality Assurance Best Practices to drive overall client and customer satisfaction
\nSupervise associate\/project\/site reports of trends and observations to ensure client and customer satisfaction
\nInteract with client in presentation, site visits, and action plan implementation and updates
\nSupervise and ensure that all project performance metrics and requirements are met and\/or exceeded
\nMaintain below a 15% delta on audit performance
\nMaintain above 85% baseline of quality score performance in each line of business
\nMaintain 100% completion of Monitor expectations monthly
\nComplete special projects as needed<\/p>\n

40% Of Time<\/p>\n

Promotes an environment of continuous improvement in line with processes and items developed to increase performance
\nOversees the staffing, training and development of Quality Assurance Specialists.\u00a0
\nProvides ongoing feedback to help develop and train QA Specialists to encourage, motivate and improve their performance.\u00a0
\nOversees the cross training and up training of QS Specialists.\u00a0 Conducts call calibration sessions within the QS Department, Operations, Training, and the client.\u00a0
\nRandomly monitors associate calls to ensure client standards are being maintained.\u00a0
\nSupport coaching efforts of trainers and supervisors
\nOrganize, support and inform of new hire classes on the quality process.\u00a0
\nSupport up training as applicable.\u00a0 Initiating and tracking QA-Corrective Action Requests.\u00a0
\nParticipate in TTEC recognition process and proactively recognize QA Specialist.<\/p>\n

10% Of Time<\/p>\n

Perform administrative duties as required.\u00a0
\nCreates associate \/project reports of trends and observations pertaining to performance management.\u00a0
\nSupervise QA System database administration and report creation.\u00a0
\nSupervise and or participate in the dispute process as needed.\u00a0
\nComplete reporting on the Production Matrix.<\/p>\n

TTEC Customer Support Member Jobs<\/p>\n

Basic Qualifications<\/p>\n

Six Sigma white and yellow belt certified within 6 months of role
\nProgram Certified due to client interaction prior to fully taking on team
\nStrong understanding of TTEC\u2019s business, core values, and goals
\nMust type 25 WPM.
\nExcellent verbal, written and interpersonal communication skills.
\nData entry, spelling, grammar and proofreading skills required.
\nAbility to work in both a team environment and autonomously.
\nAbility to quickly adapt in a dynamic and fast-paced environment.
\nAbility to manage multiple, complex, on-going tasks and projects
\nAbility to lead and partner successfully with staff and chain of command
\nProficient English, both written and verbal
\nGreat interpersonal skills
\nOpen, honest, and empathetic manner when dealing with people
\nStrong attention to detail and desire to follow procedures
\nHigh customer service orientation
\nWorking knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
\nHigh level of integrity, honesty, and judgment
\nData analysis and reporting
\nStrong coaching skills.<\/p>\n

TTEC Customer Support Member Jobs<\/p>\n

Preferred Qualifications<\/p>\n

Knowledge of call center business
\nCall center experience
\nAction planning
\nNo corrective action in past 90 days
\n95% or greater reliability in past 90 days
\n85% or greater Quality Scores in past 90 days
\n90% or greater MSAT scores in past 90 days
\nBS\/BA degree in Communications or equivalent work-related experience
\nQuality Assurance experience in a call center environment preferred
\nGood standing on Empower Development
\nExperience in a customer service environment or related position
\nProject management experience
\nPrior experience with large client management and representation
\nExcellent supervisory and time management skills<\/p>\n

TTEC Customer Support Member Jobs<\/p>\n

About the TTEC Holdings Company :<\/p>\n

TTEC United Kingdom: An Overview<\/p>\n

Introduction<\/p>\n

TTEC Holdings, Inc., formerly known as TeleTech Holdings, is a global customer experience technology and services company. The company has a strong presence in the United Kingdom, where it delivers a range of customer engagement solutions and business process outsourcing (BPO) services. TTEC’s operations in the UK reflect its global mission to help companies design, implement, and manage seamless customer experiences.<\/p>\n

Company Profile<\/p>\n

TTEC was founded in 1982 and is headquartered in Englewood, Colorado, USA. It operates in several countries around the world, including the United Kingdom. The company\u2019s UK operations are integral to its European and global strategies, leveraging advanced technology and human expertise to improve customer experiences.<\/p>\n

Services Offered<\/p>\n

TTEC UK offers a comprehensive suite of services designed to enhance customer experience and operational efficiency. These services include:<\/p>\n

Customer Care Outsourcing: TTEC provides outsourced customer support services, handling inquiries, complaints, and technical support through multiple channels such as phone, email, chat, and social media.
\nSales and Retention Services: The company offers sales and retention services aimed at acquiring new customers and retaining existing ones. This includes telesales, up-selling, cross-selling, and loyalty programs.
\nDigital Solutions: TTEC leverages advanced technologies like artificial intelligence (AI), machine learning, and analytics to provide digital transformation solutions. This includes automated customer service, chatbots, and data-driven insights to optimize customer interactions.
\nConsulting Services: TTEC provides consulting services to help businesses design and implement effective customer engagement strategies. This involves customer journey mapping, experience design, and process optimization.
\nTraining and Development: The company offers training programs to enhance the skills of customer service representatives, ensuring high-quality customer interactions.
\nTTEC Customer Support Member Jobs<\/p>\n

TTEC Customer Support Member Jobs – SarkariVaccancy<\/p>\n

Apply Now For This Job<\/a><\/h2>\n","protected":false},"excerpt":{"rendered":"

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