Quality Assurance Operations Specialist
3 dni temu
Job Description
At TTEC EUROPE B.V. SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ ODDZIAŁ W POLSCE, we are seeking a highly skilled Quality Assurance Operations Specialist to join our team.
Responsibilities:- Evaluate and analyze customer interactions to identify areas for improvement in customer experience and satisfaction scores.
- Analyze spreadsheets to pinpoint trends and patterns that inform performance training initiatives.
- Report directly to the Quality Assurance Manager.
- Collaborate with the Quality/Training Manager and Assistant Manager to audit Key Performance Indicators (KPIs) for TTEC Operations.
- Review and evaluate operational procedures, including Customer Service interactions across all communication channels.
- Coordinate logistics and conduct audits, including sample selection, documentation, and reporting of results.
- Facilitate periodic calibration sessions with the Customer Service department and other areas of operations.
- Assist with data analysis and reporting of quality metrics.
- Conduct special projects such as assisting with the development, research, and delivery of new training programs.
- High school diploma or equivalent.
- At least 6 months of customer service and call center experience.
- Ability to understand, interpret, and manipulate data for reporting purposes.
- Support for your career and professional development.
- An inclusive culture and community-minded organization that encourages giving back.
- A global team of curious lifelong learners guided by our company values.
- A competitive compensation package and performance bonus opportunities.
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