Specialist, Quality Assurance

TTEC; Cebu City; On-site; PHP 350,000 - 500,000; Full time

Job summary

TTEC Cebu City, Philippines, is seeking a Quality Assurance Specialist to evaluate customer interactions and analyze data to elevate customer experience. The role involves auditing communications, monitoring KPIs, and helping train staff with clear documentation.

You’ll report to the QA Team Lead and contribute to the success of the customer experience and the broader team. The position offers on-site work with potential flexible arrangements as needs dictate.

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

• Evaluate and analyze customer interactions to improve customer experience and satisfaction scores.
• Analyze spreadsheets to identify patterns guiding performance training.
• Ensure employees provide proper verbal statements, client requirements, and policies are followed.
• Report to the Quality Assurance Team Lead and contribute to team success.
• Coordinate audits and calibrations to ensure consistency in evaluation processes.
• Develop SOPs, QSDD, quality forms, and recognize quality achievements.
• Assist with data and analysis of quality reports and develop reports when needed.
• Be flexible to perform on-site, off-site, or remote duties as required.

Skills

Active listening

Data interpretation

KPI auditing

Quality assurance

Education

High School Diploma or equivalent

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 Cebu City, Philippines, you’ll be a part of bringing humanity to business. #experienceTTEC

What You’ll be Doing

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 vantage points and for you to bring value to the table in your own unique way.

Location/Division Cebu City, PhilippinesJob Requisition 04FX6