Quality Assurance Specialist - Elevate Customer Experience

Percepta

Santa Rosa

On-site

PHP 240,000 - 360,000

Full time

3 days ago

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Benefits offered by this job

Tuition reimbursement

Paid time off

Wellness benefits

Job summary

TTEC in the Philippines is seeking a Quality Assurance Specialist to join onsite in Santa Rosa, Laguna. You will evaluate customer interactions and analyze data to improve experience and satisfaction, with a focus on adherence to client requirements and internal policies.

You'll audit KPIs, review procedures across channels, coordinate audits, and support calibration sessions. The role also involves creating SOPs, QA forms, and reports, with opportunities for training delivery and performance

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

Assists the Quality/Training Manager and Assistant Manager in auditing KPIs for operations.
Review and evaluate customer service interactions across channels and service requests.
Coordinate logistics audits, sampling, documentation, and reporting of results.
Facilitate periodic calibration sessions with Customer Service and other operations to ensure evaluation consistency.
Assist with SOPs, QA forms, and QA-related documentation and recognition programs.
Analyze quality reports and develop necessary QA or training reports.
Contribute to special projects such as new training development or other duties.
Be flexible to perform on-site, off-site, or remote tasks as needed.