Specialist, Quality Assurance at TTEC

What You’ll be Doing

Looking for an opportunity to be part of a team? You'll be responsible for listening to and monitoring associate calls for customer satisfaction according to client and TTEC specified policies, thresholds, and procedures. QA Specialists support the overall quality assurance workflow by conducting customer call evaluations and may providing feedback directly to associates, but generally provide it directly to Team Leads in a meaningful and constructive manner.

During a Typical Day, You’ll

• Achieve 100% of quality call monitoring goals per client contract.
• Responsible for monitoring associates calls and scoring them based on client’s specific requirements.
• Educate associates by sharing quality expectations and criteria of evaluations. QA Specialists provide quality scores and feedback to team leads to discuss areas of improvement with their associates.
• QA Specialists are responsible for flagging associates that may need additional language or training support (time management, achievement motivation, results orientation, efficiency, accountability).
• Learn key business objectives, timeframes, and requirements associated with each quality goal and task (attention to detail and process, follow-through, technical knowledge, ability to learn, analysis).  
• Understand and improve the key success metrics associated with the quality department.
• QA Specialists are responsible for completion of a portion of associates’ evaluations (observation, innovation, creativity, collaboration, communication).
• Deliver consistent high quality customer service (customer focus, friendly, helpful, accountability, diplomacy, communication).
• Escalate department issues as appropriate.

What You Bring to the Role

• Strong understanding of TTEC’ s business, core values, and goals.
• Great interpersonal skills in dealing with a diverse population.
• Open, honest, and empathetic manner when dealing with people.  
• High customer service orientation.
• High level of integrity, honesty, and judgment.  
• Ability to respect and ensure strict confidentiality of customer data.  
• Demonstrated multi-tasking capability and proven success in fast paced environment coupled with good time management.
• Strong attention to detail and desire to follow procedures. 
• Proficient English, both written and verbal.  
• Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly. 
• Ability to take phone calls during the month for contractual phone time needs. 
• Ability to support production floor for Subject Matter Expert (SME) items as needed. 
• Maintain subsequent Continuous Education as needed for Licensed work if applicable.