Quality Assurance Specialist

About the role

TTEC is an award-winning employment experience company. Our employees are passionate about improving customer experiences and our company culture is recognized as an amazing one.

Responsibilities

• Evaluate and analyze customer interactions to improve customer experience and satisfaction scores
• Pinpoint areas for improvement through active listening and analyzing spreadsheets
• Ensure proper information is given to customers and that client requirements and policies are met
• Facilitate periodic calibration sessions with the Customer Service department to ensure consistency in the evaluation process
• Assist with administrative functions including developing SOPs, QSDD, Quality Forms, and coordinating quality recognition programs
• Perform special projects as required, such as assisting with the development, research, and delivery of new training
• Support the Quality/Training Manager and Assistant Manager in auditing KPIs and conducting related audits
• Contribute to the success of the customer experience and the overall success of the team

Requirements

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

Qualifications

Not specified

Skills

Not specified

Benefits

Visit this link for more information about employee benefits.

Pay

The anticipated range is $14 hourly.

Schedule

Not specified