taleo
Logitech B2B Tier III - Quality Assurance
TTEC
CAN
Full-time
Entry
Onsite
Discovered 3 weeks ago
Free
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Duties and Responsibilities
- Performing routine audits and quality evaluations. • Identifying and resolving workflow and production issues. • Preparing and implementing quality assurance policies and procedures. • Assisting operations by tracking, documenting, and reporting quality KPIs. • Investigating reports of product quality issues and ensuring resolution in accordance with company guidelines and regulatory requirements. • Developing or updating procedures for capture, investigation, and documentation of product complaints. • Monitoring risk-management procedures, maintaining problem logs, and reporting issues to managers and product developers. • Providing training and support to operations team that covers systems, policies, procedures, and core processes. • Providing support in creating proactive solutions analytics for business reviews and ad hoc analytics requests. • Facilitating brainstorming sessions to determine root cause and come up with solutions using the TTEC proactive solutions process. • Creating analytics decks that summarize the data set, methodology, key findings, and proactive solutions. • Tracking and managing outcomes of different continuous improvement efforts recommended to the client and acting as a liaison to ensure implementation. • Helping and training support teams by establishing regular reporting/analytics especially for newly launched programs. • Completing audits on evaluations completed by team leads (and other evaluators) to ensure compliance and accuracy to quality guidelines. • Compiling all available data (QA, CSAT/NPS/VOC, AHT, FCR, and other metrics) in order to generate reliable and statistically valid analysis. • Facilitating cross-functional calibration sessions to ensure alignment. • Presenting business reviews/analytics decks when necessary.
Qualifications: Must be a current Logitech B2B Agent
- Experience in supporting B2B customers. • Experience using MS Excel and MS PowerPoint. Additional experience in other MS products preferred. • Knowledge in Lean Six Sigma • Strong presentation, written and verbal communication skills • Strong interpersonal skills • Critical thinking with high attention to detail • Knowledge in speech analytics tools preferred and other CX/digital capabilities in the market • 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
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