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Role Description

Your potential has a place here with TTEC’s award-winning employment experience. As a Quality Assurance Specialist working remotely in the United States, you’ll be a part of bringing humanity to business.

What You’ll be Doing:

• Evaluate and analyze customer interactions to improve customer experience and satisfaction scores.
• Ensure proper information is given to customers while analyzing spreadsheets to pinpoint patterns for performance training.
• Report to the Quality Assurance Manager and contribute to the success of the customer experience and the overall success of the team.

During a Typical Day, You’ll:

• Assist the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations.
• Review and evaluate operational procedures, including Customer Service interactions from all communication channels.
• Coordinate logistics and conduct related audits, including sample selection, documentation, and reporting of results.
• Facilitate periodic calibration sessions with the Customer Service department and other areas of operations.
• Assist with administrative functions, including developing Standard Operating Procedures (SOPs) and Quality Standard Definition Document (QSDD).
• Assist with data and analysis of quality reports in conformance with agreed-upon formats.
• Perform special projects as required, such as assisting with the development, research, and delivery of new training.
• Flexibility to perform job duties on-site, off-site, or remote, as business needs dictate.

Qualifications

• High school diploma or equivalent
• 6 months or more of customer service and call center experience
• Understanding, interpreting, and manipulating data for reporting

Benefits

• 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
• Paid time off (PTO) and wellness and healthcare benefits
• Great compensation package and performance bonus opportunities
• Tuition reimbursement

Company Description

Our business is about making customers happy. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology.

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.