Quality Assurance Operations Specialist

3 dni temu


Kraków, Lesser Poland TTEC EUROPE B.V. SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ ODDZIAŁ W POLSCE Pełny etat

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.
Requirements:
  • 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.
What We Offer:
  • 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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