[Hiring] Quality Assurance Specialist @Percepta

Role Description

Your potential has a place here with TTEC’s award-winning employment experience. As a Quality Assurance Specialist working from home or onsite in locations in the Philippines such as Cebu, Lipa, Pampanga, Sta. Rosa, you’ll be a part of bringing humanity to business.

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 ensure 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.
• Ensuring client requirements and policies are being met.
• Finding similarities between associate scripts.

You'll report to the Quality Assurance Manager and contribute to the success of the customer experience as well as the overall success of the team.

During a Typical Day, You’ll:

• 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 the logistics and conduct 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.
• Assist with administrative functions, including developing Standard Operating Procedures (SOPs) and Quality Standard Definition Document (QSDD).
• Assist with the data and analysis of quality reports in conformance with agreed-upon formats.
• Perform special projects as required, such as assisting with the development, research, and delivery of new training.
• Flexibility to perform job duties on-site, off-site, or remote, 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.

Benefits

• Supportive of your career and professional development.
• An inclusive culture and community-minded organization where giving back is encouraged.
• A global team of curious lifelong learners guided by our company values.
• Paid time off (PTO) and wellness and healthcare benefits.
• A great compensation package and performance bonus opportunities.
• Tuition reimbursement.