Quality Assurance Analyst - Remote

Your potential has a place here with TTEC’s award-winning employment experience.  As an Analyst for a QA + Speech Analytics + AI platform 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 The Philippines says it all! 

What You’ll Do
Looking for an opportunity to bridge quality, analytics, and AI to deliver smarter business decisions? Analyst for a QA + Speech Analytics + AI platform. Create speech/text analytics queries, reports & presentations, utilize AI technology, and provide business insights to operations and client stakeholders

During a Typical Day, You’ll 

•    Create speech/text analytics queries targeting specific topics or drivers
•    Apply statistical analysis and six sigma concepts for problem solving and generating insights.
•    Analyze available data to determine root cause and create proactive solutions.
•    Create analytics decks that summarize the data set, methodology, key findings, and proactive solutions.
•    Serve as SME for training/coaching end-users in utilizing the different features of the QA analytics platform.
•    Train other Analysts, Quality Specialists, or Operations partners as needed.
•    Present business reviews/analytics decks to internal and external stakeholders.
•    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 
•    At least 2 years work experience in an analytics role
•    Knowledge and experience in using QA systems
•    Experience with other speech analytics platforms is a plus
•    Proficient in MS Excel and MS PowerPoint. 
•    At least Six Sigma WhiteBelt. Higher level Six Sigma certification preferred.
•    Strong written and verbal communication skills
•    Strong interpersonal 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) 

Visit https://mybenefits.ttec.com/ for more information. 

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