Quality Assurance Specialist — Elevate Customer Experience

Percepta LLC

Santa Rosa

On-site

PHP 279,000 - 391,000

Full time

4 days ago

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Benefits offered by this job

Performance bonus opportunities

Job summary

TTEC is hiring a Quality Assurance Specialist to be on-site in Santa Rosa, Laguna, Philippines. You will evaluate customer interactions, analyze data for trends, and support training and SOP development to improve customer experience.

The role offers potential bonuses and a supportive, inclusive team environment. Responsibilities include auditing KPIs, reviewing service interactions, coordinating quality audits, and contributing to quality reports while remaining flexible to on-site, off-site,

Qualifications

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

Responsibilities

Audit KPIs for operations, including outgoing correspondence and survey results.
Review and evaluate customer service interactions across channels and related processes.
Coordinate logistics audits, sample selection, documentation and reporting.
Lead calibration sessions to ensure consistency in evaluation.
Assist with SOPs, quality documents and quality-recognition programs.
Analyze quality data and develop reports; support training initiatives.
Complete special projects and support new training delivery.
Remain flexible to work on-site, off-site, or remote as needed.