Specialist, Quality Assurance

TTEC • Trenton, NJ

411d

About The Position

As a Quality Assurance Specialist at TTEC, you will play a crucial role in enhancing customer experience by evaluating and analyzing customer interactions. Your responsibilities will include auditing performance metrics, ensuring compliance with client requirements, and identifying areas for improvement to boost overall satisfaction scores. This position supports the Quality Assurance Manager and contributes to the success of the customer service 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.

Responsibilities

• Assist the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations.
• Review and evaluate operational procedures, including Customer Service interactions from all communication channels.
• Coordinate logistics and conduct related audits, including sample selection, documentation, and reporting of results.
• Facilitate periodic calibration sessions with the Customer Service department to ensure consistency in the evaluation process.
• Assist with administrative functions, including developing Standard Operating Procedures (SOPs) and Quality Standard Definition Documents (QSDD).
• Assist with data analysis of quality reports and develop reports when necessary.
• Perform special projects as required, such as assisting with the development and delivery of new training.

Benefits

• Paid time off (PTO)
• Wellness and healthcare benefits
• Tuition reimbursement
• Performance bonus opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: High school or GED