Specialist, Quality Assurance

TTEC • Frankfort, KY

407d

About The Position

As a Quality Assurance Specialist at TTEC, you will play a crucial role in enhancing customer experience by evaluating and analyzing customer interactions. Your focus will be on identifying areas for improvement and ensuring compliance with client requirements and policies. This position involves working closely with the Quality Assurance Manager to contribute to the overall success of the team and customer satisfaction.

Requirements

• High school diploma or equivalent.
• 6 months or more of customer service and call center experience.
• Understanding, interpreting, and manipulating data for reporting.

Nice To Haves

• Experience in quality assurance or performance evaluation in a customer service environment.

Responsibilities

• Assist the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations.
• Review and evaluate operational procedures, including Customer Service interactions from all communication channels.
• Coordinate logistics and conduct related audits, including sample selection, documentation, and reporting of results.
• Facilitate periodic calibration sessions with the Customer Service department and other areas of operations.
• Assist with administrative functions, including developing Standard Operating Procedures (SOPs) and Quality Standard Definition Document (QSDD).
• Assist with data analysis of quality reports and develop reports when necessary.
• Perform special projects as required, including assisting with the development and delivery of new training.

Benefits

• Paid time off (PTO)
• Wellness and healthcare benefits
• Tuition reimbursement
• Performance bonus opportunities
• Support for career and professional development
• Inclusive culture and community-minded organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: High school or GED