Principal Analyst, Quality Assurance

Your potential has a place here with TTEC's award-winning employment experience. As a Principal Analyst, Quality Assurance working remotely in Manila, Philippines, you'll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work certification in says it all

What You'll Do
Looking for an opportunity to unlock deeper value of operations by transforming data into actionable insights? The Principal Analyst, Quality Assurance provides value added services to TTEC's internal and external stakeholders by generating business insights and analysis of data, quality metrics, voice of the customer – most commonly along with using speech & text analytics technology and TTEC's Next Gen Digital Quality Model.

During a Typical Day, You'll

• Serve as Subject Matter Experts on TTEC's Next Gen Quality, including training, implementation, analysis, and administration
• Create speech/text analytics queries using available tools for the program (ex. Level AI, Observe.AI, Nexidia, Genesys, Verint or other available speech analytics tools where applicable)
• Create dashboards/reports/tags in the available QM system or other available platforms
• Facilitate brainstorming sessions to determine root cause and come up with solutions using the standard customer journey mapping process
• Create analysis decks that summarize the data set, methodology, key findings, recommendations, and ROI
• Train and support Quality and other resources in Next Gen Quality, and ensure they are capable of providing regular reporting/analytics especially for new and existing programs
• Utilize all available data (Quality, CSAT/NPS/VOC, AHT, FCR, and other metrics) in order to generate reliable and statistically valid analysis
• Present business reviews/analytics decks when necessary
• Use statistical analysis and six sigma concepts for problem solving and generating insights for clients
• Support Managed Services deals where applicable
• Minor QA system administration tasks such as creation of scorecards, user access, profile updates, workflows, reports, and other available features in the QA analytics platform.
• Troubleshoot or escalate system issues as needed

What You Bring To The Role

• Knowledge in using speech & text analytics tools such as Level AI, Nexidia, Observe.AI, Verint, Genesys etc.
• Extensive experience using MS Excel and MS PowerPoint. Additional experience in other MS products preferred.
• At least Six Sigma WhiteBelt. Higher level Six Sigma certification preferred.
• Knowledge in Lean Six Sigma
• Strong written, verbal communication skills
• Critical thinking with high attention to detail
• Ability to respect and ensure strict confidentiality of data
• Demonstrate multi-tasking capability in a fast-paced environment
• Highly adaptable to changing priorities and projects
• Knowledge/experience in the call center business

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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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, sex, 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.

LI-Remote

Primary Location
PH-Central Luzon-Pampanga

Other Locations
Philippines