Temp Quality Assurance Specialist

TTEC • Austin, TX

8d • $20 - $22 • Remote

About The Position

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. Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the United States says it all!

Requirements

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

Responsibilities

• Evaluate and analyze customer interactions to improve customer experience and satisfaction scores.
• Make sure proper information is being given to customers while analyzing spreadsheets to pinpoint any patterns to help guide performance training.
• Ensure employees are giving proper verbal statements, client requirements and policies are being met, and finding similarities between associate scripts.
• Report to the Quality Assurance Manager and contribute to the success of the customer experience as well as the overall success of the team.
• Assist 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.
• 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 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.
• Perform 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED