Quality Assurance Specialist
Bringing smiles is what we do at TTEC… for you and the customer. As a Quality Assurance Specialist working on-site in Barranquilla, Colombiayou’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’llevaluate and analyze customer interactions to improve customer experience and satisfaction scores. Youractive listening skills will help make sure proper information is being given to customers while youanalyze 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 tothe QualityAssurance 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
1. Assists the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations, like outgoing correspondence and external survey results.
2. 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.
3. Coordinates the logistics and conducts related audits, including sample selection, documentation, and reporting of results.
4. Facilitate periodic calibration sessions with the Customer Service department and all other areas of operations to ensure consistency in the evaluation process.
5. 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.
6. Assist with the data and analysis of quality reports in conformance with agreed-upon formats, including developing reports when necessary.
7. Performs special projects as required, such as assisting with the development, research, and delivery of new training or other necessary duties.
8. Flexibility to perform job duties on-site, off-site, or remote, as business needs dictate
What You Bring to the Role
9. High school diploma or equivalent
10. 6 months or more of customer service and call center experience
11. Understanding, interpreting, and manipulating data for reporting
What You Can Expect
12. Supportive of your career and professional development
13. An inclusive culture and community-minded organization where giving back is encouraged
14. A global team of curious lifelong learners guided by our company values
15. Ask us about our paid time off (PTO) and wellness and healthcare benefits
16. And yes... a great compensation package and performance bonus opportunities, benefits you'd expect, and maybe a few that would pleasantly surprise you