Quality Assurance Specialist - Elevate CX (Onsite/Remote)

Percepta LLC; Charlotte (NC); On-site; USD 15,911 - 22,661; Full time

Benefits offered by this job

Paid time off (PTO)

Wellness and healthcare benefits

Tuition reimbursement

Job summary

A customer experience management company in Charlotte is looking for a Quality Assurance Specialist. The role involves evaluating customer interactions to improve service quality and satisfaction scores. Candidates should have at least six months of customer service experience and a high school diploma. Responsibilities include auditing operational procedures, reviewing KPIs, and developing quality documentation. The position offers a competitive compensation package, including hourly pay and performance bonuses.

Qualifications

• 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 satisfaction scores.
• Assist in auditing Key Performance Indicators (KPIs) for operations.
• Review and evaluate operational procedures from all communication channels.
• Conduct related audits, including sample selection and reporting.
• Facilitate calibration sessions to ensure consistency in evaluations.
• Develop Standard Operating Procedures (SOPs) and quality documents.
• Assist with the analysis of quality reports.

Skills

Customer service experience

Data interpretation

Education

High school diploma or equivalent

Job description

Job Description - Quality Assurance Specialist (04AYJ)

Quality Assurance Specialist

Your potential has a place here with TTEC’s award-winning employment experience. As a Quality Assurance Specialist working onsite in Charlotte, NC, 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 United States 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 encourage

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) Use if US based role: Visit https://www.ttecjobs.com/en/us-employee-benefits for more information. Use if Non US based role: Visit https://mybenefits.ttec.com/ for more information.

The anticipated range is $14 hourly.

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.

TTEC is proud to be an equal opportunity employer. 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 strive 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 and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.