Specialist Quality Assurance

TTEC; Carmen; On-site; PHP 391,000 - 547,000; Full time

Job summary

TTEC in the Philippines is seeking a Quality Assurance Specialist to evaluate customer interactions and improve satisfaction. You will analyze data, ensure compliant verbal statements, client requirements, and policies, and help guide performance training.

You will report to the Quality Assurance Team Lead and support the team through SOP development, quality documents, and analytics, with flexible on-site, off-site, or remote work as needed.

Qualifications

• High school diploma or equivalent.
• 6 months+ 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 service requests.
• Coordinate logistics audits, sampling, documentation and reporting of results.
• Facilitate calibration sessions to ensure consistency in evaluation processes.
• Assist with SOPs, QSDD, quality forms, and quality recognition programs.
• Analyze quality reports and develop custom reports as needed.
• Handle on-site, off-site, or remote work as business needs dictate.

Skills

KPI auditing

Data reporting

Customer service

Education

High school diploma

Job description

Job Description

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Quality Assurance Specialist working onsite in Santa Rosa, Laguna, Philippines, you’ll be a part of bringing humanity to business. #experienceTTEC

Do you have a passion to help boost performance? Do you love pinpointing areas for improvement?

You’ll evaluate and analyze customer interactions to improve customer experience and satisfaction scores. Your active listening skills will help make sure proper information is being given to customers while you analyze spreadsheets to pinpoint any patterns to help guide performance training. This includes making sure employees are giving proper verbal statements, client requirements and policies are being met, and finding similarities between associate scripts.

You’ll report to the Quality Assurance Team Lead. You’ll contribute to the success of the customer experience as well as the overall success of the team.

During a Typical Day, You’ll

• Assists the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations, like outgoing correspondence and external survey results.
• Review and evaluate operational procedures, including Customer Service interactions from all communication channels, service requests, refund processing, Transponder fulfillment, outgoing correspondence, and future quality review implementations.
• Coordinates the logistics and conducts related audits, including sample selection, documentation, and reporting of results.
• Facilitate periodic calibration sessions with the Customer Service department and all other areas of operations to ensure consistency in the evaluation process.
• Assist the Quality/Training Manager and Assistant Manager with administrative functions, including developing Standard Operating Procedures (SOPs), Quality Standard Definition Document (QSDD), Quality Forms, and coordinating quality recognition programs.
• Assist with the data and analysis of quality reports in conformance with agreed-upon formats, including developing reports when necessary.
• Performs special projects as required, such as assisting with the development, research, and delivery of new training or other necessary duties.
• Flexibility to perform job duties on-site, off-site, or remote, as business needs dictate

What You Bring To The Role

• High school diploma or equivalent
• 6 months or more of customer service and call center experience
• Understanding, interpreting, and manipulating data for reporting

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement) Visit https://mybenefits.ttec.com/?manual for more information.

About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different perspective and for you to bring value to the table in your own unique way.

Primary Location

PH-Calabarzon-Santa Rosa