Quality Assurance Specialist: Elevate Customer Experience

Percepta LLC; Quezon City; On-site; PHP 391,000 - 781,000; Full time

Benefits offered by this job

Paid time off (PTO)

Wellness and healthcare benefits

Job summary

TTEC is seeking a Quality Assurance Specialist to be on-site in Novaliches, Quezon City, Philippines. You will evaluate customer interactions, ensure accurate information sharing, and analyze data to guide performance training.

You’ll report to the QA Team Lead and collaborate across departments to maintain consistent evaluation standards. Requirements include a high school diploma and 6 months or more of customer service and call center experience, with a focus on data reporting.

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, such as outgoing correspondence and survey results.
• Review and evaluate procedures and customer service interactions across channels.
• Coordinate logistics and audit documentation, including reporting results.
• Facilitate calibration sessions with the Customer Service department to ensure consistent evaluation.
• Assist with SOPs, QA forms, and quality-recognition programs.
• Analyze quality reports and develop necessary QA reports.
• Support special projects like new training development.
• Flexibility to perform on-site, off-site, or remote as needed.

Job description

TTEC is seeking a Quality Assurance Specialist to be on-site in Novaliches, Quezon City, Philippines. You will evaluate customer interactions, ensure accurate information sharing, and analyze data to guide performance training.

You’ll report to the QA Team Lead and collaborate across departments to maintain consistent evaluation standards. Requirements include a high school diploma and 6 months or more of customer service and call center experience, with a focus on data reporting.