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Quality Assurance Specialist

hace 1 mes

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Unlock your potential and ignite your career with TTEC's award-winning employment experience. As a Quality Assurance Specialist, you'll be part of a global team of curious lifelong learners guided by our company values. Your passion for delivering exceptional customer experiences will shine through as you evaluate and analyze customer interactions to improve satisfaction scores. Your active listening skills will help ensure proper information is being given to customers while you analyze spreadsheets to pinpoint areas for improvement. This includes making sure employees are giving proper verbal statements, client requirements and policies are being met, and finding similarities between associate scripts. You'll report to the Quality Assurance Manager and contribute to the success of the customer experience as well as 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, coordinate logistics and conduct related audits, facilitate periodic calibration sessions, and assist with administrative functions. What you bring to the role: high school diploma or equivalent, 6 months or more of customer service and call center experience, and understanding, interpreting, and manipulating data for reporting. What you can expect: a supportive environment for your career and professional development, an inclusive culture and community-minded organization, and a global team of curious lifelong learners. Ask us about our paid time off (PTO) and wellness and healthcare benefits.