Quality Assurance Specialist

Your responsibilities

• Evaluate and analyze customer interactions to improve customer experience and satisfaction scores.
• Analyze spreadsheets to pinpoint any patterns to help guide performance training.
• Report to the Quality Assurance Manager.
• 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 the logistics and conduct related audits, including sample selection, documentation, and reporting of results.
• Facilitate periodic calibration sessions with the Customer Service department and all other areas of operations.
• Assist with the data and analysis of quality reports.
• Perform special projects such as assisting with the development, research, and delivery of new training.

Our requirements

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

What we offer

• 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
• Great compensation package and performance bonus opportunities