Temp Quality Assurance Specialist

About the role

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Temporary Quality Assurance Specialist working remotely in the United States, you’ll be a part of bringing humanity to business.

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 and all other areas of operations to ensure consistency in the evaluation process.
• Assist with the development, research, and delivery of new training or other necessary duties.
• Support the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs).
• Conduct related audits, including sample selection, documentation, and reporting of results.
• Develop Standard Operating Procedures (SOPs), Quality Standard Definition Document (QSDD), Quality Forms, and coordinate quality recognition programs.
• Data and analysis of quality reports in conformance with agreed-upon formats, including developing reports when necessary.
• Perform special projects as required.

Requirements

• A high school diploma or equivalent.
• At least 6 months of customer service and call center experience.
• Understanding, interpreting, and manipulating data for reporting.

Qualifications

• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite.

Benefits

Supportive of your career and professional development
Inclusive culture and community-minded organization where giving back is encouraged
Global team of curious lifelong learners guided by our company values

Pay

The anticipated range is $20-$22 hourly. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

Schedule

Flexibility to perform job duties on-site, off-site, or remote, as business needs dictate.