Experience-driven Quality Assurance Specialist

6 days ago

Pulong Santa Cruz, Calabarzon, Philippines beBeeQuality Full time ₱900,000 - ₱1,200,000

Your potential has a place here. As an experienced Quality Assurance Professional, you'll be part of delivering exceptional customer experiences.

What You'll Be Doing
  • Evaluate and analyze customer interactions to improve customer experience and satisfaction scores.
  • Use active listening skills to ensure proper information is given to customers while analyzing spreadsheets for performance improvement.
  • Report to the Quality Assurance Manager and contribute to the success of customer experience and team goals.

You'll work with operational procedures, including Customer Service interactions from all communication channels, service requests, refund processing, Transponder fulfillment, and quality review implementations.

Key responsibilities include:

  1. Auditing Key Performance Indicators (KPIs) for operations like outgoing correspondence and external survey results.
  2. Reviewing and evaluating operational procedures to ensure consistency in evaluation processes.
  3. Cordinating logistics and conducting audits, including sample selection, documentation, and reporting of results.
  4. Facilitating calibration sessions with Customer Service departments and other areas of operations.
  5. Assisting with administrative functions, including developing Standard Operating Procedures (SOPs) and coordinating quality recognition programs.

You will also perform special projects as required, such as assisting with new training development or other necessary duties.

The ideal candidate should have:

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

TTEC offers a supportive environment that values your career growth and professional development.

We're committed to creating an inclusive culture where giving back is encouraged.

You can expect:

  • SUPPORTIVE ENVIRONMENT: Career growth opportunities and professional development.
  • INCLUSIVE CULTURE: Encouraging community involvement and social responsibility.
  • GLOBALLY-MINDED TEAM: Curious lifelong learners guided by company values.
  • BENEFITS PACKAGE: Paid time off, wellness, healthcare benefits, and more.

Our business is about making customers happy. We've helped companies build engaged, pleased, profitable customer experiences since 1982.

TTEC is proud to be an equal opportunity employer and aims to reflect the communities we serve.

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