Temporary Seasonal Quality Specialist

TTEC; Des Moines (IA); Remote; USD 60,000 - 80,000; Full time

Job summary

TTEC is looking for a Quality Assurance Specialist to work remotely in the US. You will analyze customer interactions and improve satisfaction scores by identifying patterns. Essential skills include active listening and data analysis. Join a dedicated team focused on enhancing customer experiences.

Benefits

Annual incentive program

Health and wellness programs

Paid time off (PTO)

Tuition reimbursement

Qualifications

• 6 months or more of Quality Assurance experience in a call center environment.
• Understanding, interpreting, and manipulating data for reporting.

Responsibilities

• Evaluating and analyzing customer interactions to improve experience.
• Assisting in auditing Key Performance Indicators (KPIs).
• Conducting related audits and reporting results.

Skills

Data analysis

Active listening

Attention to detail

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 remotely in the US, 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 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 Quality Assurance experience in a call center environment
• Understanding, interpreting, and manipulating data for reporting

What You Can Expect

• An annual incentive program
• Health and wellness programs
• Paid time off (PTO)
• Tuition reimbursement and access to thousands of free online courses Visit

for more information.

The anticipated range is $18-20 / hr.. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and / or skill levels..

A Bit More About Your Role

We'll train you to be a subject matter expert in your field, so you can be confident in providing the highest level of service possible whether through voice, chat or email interactions. And we trust you already have the necessary ingredient that can't be taught - a caring and supportive nature that will shine through as you help customers. You'll also have a chance to make great new friends within the TTEC community and grow your career in a dynamic, family-friendly atmosphere.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, and 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.