Quality Assurance Specialist — Elevate Customer Experience

Ttecjobs; Carmen; On-site; PHP 201,000 - 312,000; Full time

Job summary

TTEC is seeking a Quality Assurance Specialist to join our team onsite in Santa Rosa, Laguna, Philippines. You will evaluate customer interactions, analyze data patterns, and help ensure adherence to client requirements and policies.

You will support KPI auditing, reporting, and training initiatives, with flexibility to work on-site, off-site, or remotely as business needs dictate. A customer service background and data-interpretation skills are essential for success.

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 in auditing KPIs for operations and customer interactions.
• Review and evaluate customer service procedures across channels.
• Coordinate audits, sample selections, documentation, and reporting of results.
• Facilitate calibration sessions to ensure consistency in evaluation.
• Assist with SOPs, quality forms, and quality recognition programs.
• Analyze quality reports and develop necessary reports.
• Support development and delivery of training and other duties as needed.
• Maintain on-site, off-site, or remote work flexibility as required.

Skills

Customer service

Data interpretation

KPI auditing

Education

High school diploma

Job description

TTEC is seeking a Quality Assurance Specialist to join our team onsite in Santa Rosa, Laguna, Philippines. You will evaluate customer interactions, analyze data patterns, and help ensure adherence to client requirements and policies.

You will support KPI auditing, reporting, and training initiatives, with flexibility to work on-site, off-site, or remotely as business needs dictate. A customer service background and data-interpretation skills are essential for success.