Onsite Quality Assurance Specialist — KPI & Training Focus

TTEC; Santa Rosa; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Paid time off (PTO)

Wellness benefits

Tuition reimbursement

Competitive compensation package

Job summary

TTEC in the Philippines is seeking a Quality Assurance Specialist to join our Santa Rosa site. You’ll evaluate customer interactions, audit KPIs, and help drive performance improvements across service channels.

You’ll review procedures, coordinate audits, develop SOPs and quality forms, and report findings to the QA team. This role requires a high school diploma and customer service experience, with flexible on-site duties and potential remote work as needed.

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

• Audit KPIs for operations, including outbound correspondence and survey results.
• Review and evaluate procedures across customer service interactions and requests.
• Coordinate audits and report results with sample selection/documentation.
• Lead calibration sessions to ensure consistency in evaluation.
• Develop SOPs and quality forms; coordinate quality recognition programs.
• Analyze quality reports and develop additional reports as needed.
• Support special projects, including training development.
• Maintain on-site readiness or remote alignment as needed.

Skills

Customer service experience

Data interpretation

KPI auditing

Education

High school diploma or equivalent

Job description

TTEC in the Philippines is seeking a Quality Assurance Specialist to join our Santa Rosa site. You’ll evaluate customer interactions, audit KPIs, and help drive performance improvements across service channels.

You’ll review procedures, coordinate audits, develop SOPs and quality forms, and report findings to the QA team. This role requires a high school diploma and customer service experience, with flexible on-site duties and potential remote work as needed.