Quality Assurance Specialist
1 tydzień temu
Quality Assurance Specialist
Your responsibilities
- Evaluate and analyze customer interactions to improve customer experience and satisfaction scores.
- Analyze spreadsheets to pinpoint any patterns to help guide performance training.
- Report to the Quality Assurance Manager.
- 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 the data and analysis of quality reports.
- Perform special projects such as assisting with the development, research, and delivery of new training.
Our requirements
- High school diploma or equivalent.
- 6 months or more of customer service and call center experience.
- Understanding, interpreting, and manipulating data for reporting.
What we offer
- 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
- Great compensation package and performance bonus opportunities
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