Onsite Quality Assurance Specialist — Elevate CX

Ttecjobs; Quezon City; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

PTO

Wellness benefits

Health benefits

Tuition reimbursement

Performance bonus opportunities

Job summary

TTEC is seeking a Quality Assurance Specialist to join our onsite team in Novaliches, Quezon City, Philippines. You will evaluate customer interactions and analyze data to improve customer experience, while supporting QA and training efforts with documentation and SOP development.

You will collaborate with the QA Team Lead and other departments, participating in calibration sessions and contributing to training initiatives.

Qualifications

• 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 Quality/Training Manager and Assistant Manager in auditing KPIs for operations.
• Review and evaluate customer service interactions across channels.
• Coordinate logistics and conduct related audits, including sample selection and reporting results.
• Facilitate periodic calibration sessions to ensure consistency in evaluation.
• Develop SOPs, quality forms, and quality recognition programs; assist with data/analysis of quality reports.

Skills

Customer service experience

Job description

TTEC is seeking a Quality Assurance Specialist to join our onsite team in Novaliches, Quezon City, Philippines. You will evaluate customer interactions and analyze data to improve customer experience, while supporting QA and training efforts with documentation and SOP development.

You will collaborate with the QA Team Lead and other departments, participating in calibration sessions and contributing to training initiatives.