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Quality Assurance Expert

1 week ago

Manila, National Capital Region, Philippines TeleTech Holdings, Inc. Full time
Company Overview

TTEC is a global company that focuses on delivering exceptional customer experiences through its combination of humanity and technology. With a history dating back to 1982, TTEC has helped numerous leading brands build engaged and profitable customer relationships.

As a Quality Assurance Specialist at TTEC, you will be part of a team that strives to make customers happy by providing personalized support and resolving issues efficiently.

The company values diversity and inclusivity, promoting a culture where employees feel valued, comfortable, and empowered to bring their unique perspectives to the table.

Job Description

As a Quality Assurance Specialist, your primary responsibility will be to evaluate and analyze customer interactions to improve customer satisfaction scores and experience.

You will work closely with the Quality Assurance Manager to ensure that employees are providing proper verbal statements, meeting client requirements and policies, and identifying areas for improvement.

Additionally, you will assist in auditing Key Performance Indicators (KPIs), reviewing operational procedures, and coordinating logistics for quality audits.

Your role will involve facilitating calibration sessions with the Customer Service department and other areas of operations to maintain consistency in the evaluation process.

You will also assist with administrative functions, including developing Standard Operating Procedures (SOPs) and Quality Forms.

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

At TTEC, you can expect a supportive environment that encourages career growth and professional development.

The company offers an inclusive culture, a global team of lifelong learners, and opportunities for tuition reimbursement, paid time off, and wellness benefits.