Quality Assurance Analyst - Elevate CX (Remote)

TeleTech Holdings, Inc.; Lipa; Hybrid; PHP 200,880 - 357,120; Full time

Benefits offered by this job

Paid time off

Wellness benefits

Healthcare benefits

Tuition reimbursement

Performance bonus

Job summary

TTEC is seeking a Specialist, Quality Assurance to evaluate customer interactions from home or onsite in the Philippines. You’ll analyze metrics to improve customer experience and ensure proper information and policy adherence across channels.

You’ll report to the Quality Assurance Manager and help drive training and performance improvements, with opportunities for growth and a competitive compensation package including bonus potential. Flexibility to work on-site, off-site, or remote as needed.

Qualifications

• 6 months or more of customer service and call center experience.
• Ability to interpret and manipulate data for reporting.

Responsibilities

• Audit KPIs for operations (outgoing correspondence, surveys).
• Review and evaluate customer service interactions across channels.
• Coordinate audits, sample selection, documentation and reporting of results.
• Lead calibration sessions to ensure evaluation consistency.
• Develop SOPs, QSDD, quality forms and recognition programs.
• Analyze quality reports and develop additional reports as needed.
• Participate in special projects including new training delivery.

Skills

Customer service

Call center

Data interpretation

Education

High school diploma

Job description

TTEC is seeking a Specialist, Quality Assurance to evaluate customer interactions from home or onsite in the Philippines. You’ll analyze metrics to improve customer experience and ensure proper information and policy adherence across channels.

You’ll report to the Quality Assurance Manager and help drive training and performance improvements, with opportunities for growth and a competitive compensation package including bonus potential. Flexibility to work on-site, off-site, or remote as needed.