Quality Assurance Specialist (Onsite/Remote)

TTEC; Charlotte (NC); On-site; USD 16,000 - 23,000; Full time

Benefits offered by this job

Tuition reimbursement

PTO

Healthcare benefits

Job summary

TTEC in Charlotte, NC is seeking a Quality Assurance Specialist to evaluate customer interactions, analyze data and ensure compliance with policies. You will work with the QA Manager and team to improve customer experiences and support training initiatives.

The role emphasizes auditing KPIs, cross-channel review, and calibration sessions, with opportunities for training development and potential remote work as business 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

• Audit KPIs for operations and survey results.
• Review and evaluate customer service interactions across channels.
• Coordinate logistics audits and report results.
• Facilitate calibration sessions across departments to ensure consistency.
• Assist with SOPs, QSDD, quality forms, and recognition programs.
• Analyze quality reports and develop ad hoc reports.
• Contribute to training and special projects.
• Flexibility to work on-site, off-site, or remote as needed.

Skills

KPI auditing

Data analysis

Customer service

Education

High school diploma or equivalent

Tools

Spreadsheets

Job description

TTEC in Charlotte, NC is seeking a Quality Assurance Specialist to evaluate customer interactions, analyze data and ensure compliance with policies. You will work with the QA Manager and team to improve customer experiences and support training initiatives.

The role emphasizes auditing KPIs, cross-channel review, and calibration sessions, with opportunities for training development and potential remote work as business needs dictate.