Quality Assurance Specialist - Percepta

Teletech
Philippines
Workplace: OnsiteFull timeFunction: QA, Test & Release EngineeringExperience: 1+ yearsEducation: high_schoolSkills: ["Communication","Organizational skills","Time management","Problem solving","Attention to detail"]

Evaluate customer experience by monitoring live and/or recorded agent interactions and completing concise, objective QA evaluations. Support QA department goals through calibration sessions, process improvement, and providing feedback-driven coaching to agents when required. Maintain QA training and certification participation, assist operations as scheduled, and support special projects while meeting monthly operations support expectations. Requires high school education and prior customer service experience.

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Teletech
Teletech
2 weeks ago

Quality Assurance Specialist - Percepta

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Evaluate customer experience by monitoring live and/or recorded agent interactions and completing concise, objective QA evaluations. Support QA department goals through calibration sessions, process improvement, and providing feedback-driven coaching to agents when required. Maintain QA training and certification participation, assist operations as scheduled, and support special projects while meeting monthly operations support expectations. Requires high school education and prior customer service experience.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: QA, Test & Release Engineering
Seniority: Entry level

Key Responsibilities

  • •Monitor live and/or recorded agent interactions to ensure adherence to client and Percepta standards.
  • •Complete written evaluations with concise, clear, objective and supportive feedback.
  • •Identify program trends and suggest improvements to processes and procedures.
  • •Deliver coaching sessions and participate in QA training, calibration sessions, and operational re-current trainings.
  • •Support operations when scheduled (e.g., contact handling time) and complete special projects as assigned.

Key Requirements

  • •High School Diploma required; college degree preferred.
  • •Minimum 1 year experience in a customer service environment or related position, preferably in a customer relationship center.
  • •Quality assurance experience preferred.
  • •Minimum 6 months tenure in the applicable program and/or equivalent job-related experience.
  • •Proficient with client contact handling procedures and comfortable coaching techniques.
Experience:1+ yearsCustomer service
Education:High School
Skills:CommunicationOrganizational skillsTime managementProblem solvingAttention to detail
Tech Stack:Microsoft OfficeInternet ExplorerOutlook

Company Brief

Teletech
Provides customer experience (CX) technology and services, including contact center operations, digital consulting, and cloud-based CX platforms to help enterprises improve customer engagement and operational efficiency.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Englewood, United States
Founded: 1982
WebsiteLinkedIn