Onsite Quality Assurance Specialist — Elevate CX

TTEC; Carmen; On-site; PHP 391,000 - 547,000; Full time

Job summary

TTEC in the Philippines is seeking a Quality Assurance Specialist to evaluate customer interactions and improve satisfaction. You will analyze data, ensure compliant verbal statements, client requirements, and policies, and help guide performance training.

You will report to the Quality Assurance Team Lead and support the team through SOP development, quality documents, and analytics, with flexible on-site, off-site, or remote work as needed.

Qualifications

• High school diploma or equivalent.
• 6 months+ of customer service and call center experience.
• Ability to understand, interpret, and manipulate data for reporting.

Responsibilities

• Audit KPIs for Operations, including outgoing correspondence and survey results.
• Review and evaluate customer service interactions across channels and service requests.
• Coordinate logistics audits, sampling, documentation and reporting of results.
• Facilitate calibration sessions to ensure consistency in evaluation processes.
• Assist with SOPs, QSDD, quality forms, and quality recognition programs.
• Analyze quality reports and develop custom reports as needed.
• Handle on-site, off-site, or remote work as business needs dictate.

Skills

KPI auditing

Data reporting

Customer service

Education

High school diploma

Job description

TTEC in the Philippines is seeking a Quality Assurance Specialist to evaluate customer interactions and improve satisfaction. You will analyze data, ensure compliant verbal statements, client requirements, and policies, and help guide performance training.

You will report to the Quality Assurance Team Lead and support the team through SOP development, quality documents, and analytics, with flexible on-site, off-site, or remote work as needed.