Specialist, Quality Assurance

1 week ago

Pasay, Philippines Hammerjack Pty Ltd Full time

What You'll Be Doing

  • Evaluate and analyze customer interactions to improve customer experience and satisfaction scores. Use active listening to ensure proper information is provided to customers while analyzing spreadsheets to identify patterns to guide performance training. Ensure employees are giving proper verbal statements, client requirements and policies are being met, and identify similarities between associates.
  • Report to the Quality Assurance Manager and contribute to the success of the customer experience as well as the overall success of the team.
During a Typical Day, You'll
  • Assist the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations, such as 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.
  • Maintain flexibility to perform job duties on-site, off-site, or remote, as business needs dictate.
What You Bring to the Role
  • High school diploma or equivalent
  • 6 months or more of customer service and call center experience
  • Understanding, interpreting, and manipulating data for reporting
What You Can Expect
  • 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)

Visit for more information.

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