Temp/Intern NEX (Specialist, Quality Assurance)

TTEC; Lipa; On-site; PHP 223,000 - 290,000; Part time

Benefits offered by this job

PTO and health benefits

Performance bonus

Tuition reimbursement

Job summary

TTEC Philippines is looking for a Quality Assurance Specialist to join our Lipa team onsite. You will analyze customer interactions, identify patterns, and support training to improve customer experience and satisfaction scores.

You will report to the QA Manager and contribute to team success while ensuring compliance with client requirements and policies. This role offers opportunities for career development and a competitive compensation package.

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

• Auditing KPIs for operations, including outgoing correspondence and survey results.
• Review and evaluate customer service interactions across channels, service requests, refunds, and future quality review implementations.
• Coordinate logistics audits, including sample selection, documentation, and reporting results.
• Facilitate periodic calibration sessions with Customer Service and other operations to ensure consistent evaluation.
• Assist with SOPs, Quality Standard Definition Document (QSDD), Quality Forms, and quality recognition programs.
• Analyze quality reports and develop reports when necessary.
• Perform special projects such as training development or delivery.
• Maintain flexibility to perform on-site, off-site, or remote work as needed.

Skills

Customer service experience

Education

High school diploma or equivalent

Job description

Your potential has a place here with TTEC’s award-winning employment experience. As a Quality Assurance Specialist working onsite in TTEC Lipa, you’ll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the Philippines says it all!

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 Manager. 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/ for more information.

About TTEC

TTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology. Our work connects people and brands every day—and it starts with the talent behind the experience. 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 vista points and for you to bring value to the table in your own unique way.

#LI-Onsite

Title: Temp/Intern NEX (Specialist, Quality Assurance)

Location: PH-Calabarzon-Lipa

Requisition ID: 04FJZ