Quality Assurance Specialist at TTEC
TTEC is a business process outsourcing company.
In this role, 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 a Qualtiy 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
- Pinpoint areas of improvement through monitoring calls for customer satisfaction and client requirements
- Use your thorough knowledge and understanding of client specific call and product knowledge requirements to prepare reports
- Bring your time management and organizational skills to manage multiple, complex, on‐going tasks
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
- Knowledgeable, encouraging, supporting and present leadership
- Diverse and community minded organization
- Career-growth and lots of learning opportunities for aspiring minds
- And yes… all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you
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