Specialist, Quality Assurance

TTEC • Charlotte, NC

1d • Onsite

About The Position

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 USA 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

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

• 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

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
• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees