Quality Assurance Specialist

Job Description - Quality Assurance Specialist (04AYJ) Quality Assurance Specialist Your potential has a place here with TTEC’s award-winning employment experience. As a Quality Assurance Specialist working onsite in Charlotte, NC, 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 United States says it all! What You’ll be Doing Do you have a passion to help boost performance? Do you love pinpointing areas for improvement? You’ll evaluate and analyze customer interactions to improve customer experience and satisfaction scores. Your active listening skills will help make sure proper information is being given to customers while you analyze spreadsheets to pinpoint any patterns to help guide performance training. 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. You’ll contribute to the success of the customer experience as well as the overall success of the team. During a Typical Day, You’ll Assists the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations, like outgoing correspondence and external survey results. Review and evaluate operational procedures, including Customer Service interactions from all communication channels, service requests, refund processing, Transponder fulfillment, outgoing correspondence, and future quality review implementations. Coordinates the logistics and conducts 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 to ensure consistency in the evaluation process. Assist the Quality/Training Manager and Assistant Manager with administrative functions, including developing Standard Operating Procedures (SOPs), Quality Standard Definition Document (QSDD), Quality Forms, and coordinating quality recognition programs. Assist with the data and analysis of quality reports in conformance with agreed-upon formats, including developing reports when necessary. Performs special projects as required, such as assisting with the development, research, and delivery of new training or other necessary duties. Flexibility to perform job duties on-site, off-site, or remote, as business needs dictate What You Bring to the Role High school diploma or equivalent 6 months or more of customer service and call center experience Understanding, interpreting, and manipulating data for reporting What You Can Expect Supportive of your career and professional development An inclusive culture and community minded organization where giving back is encourage 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) The anticipated range is $14 hourly. About TTEC 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. #J-18808-Ljbffr