Specialist, Quality Assurance

Job Description – Specialist, Quality Assurance (03Q16)

Specialist, Quality Assurance
Bringing smiles is what we do at TTEC… for you and the customer. As a Quality Assurance Specialist working on-site in Malta, New York you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

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

For this New York, New York United States-based position, the expected base salary is $37,065 -$41,189

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 customer service and call center experience

· Understanding, interpreting, and manipulating data for reporting

What You Can Expect

· 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

· Ask us about our paid time off (PTO) and wellness and healthcare benefits

· And yes… a great compensation package and performance bonus opportunities, benefits you’d expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)