Job Summary
We're looking for you to help us deliver amazing customer experiences as a Quality Assurance Specialist with TTEC.
About TTEC
We help global brands provide a great experience to their customers, build customer loyalty, and grow their business. We were founded on one guiding principle: customer experiences that are simple, inspired, and more human deliver lasting value for everyone. Your role brings that principle to life.
What you'll be doing
Are you looking for the opportunity to support a culture of coaching to meet or exceed quality customer experience satisfaction scores? In this role, you'll support the overall quality assurance work flow by conducting customer call evaluations and may provide feedback directly to associates, but generally provide it directly to Team Leads in a meaningful and constructive manner. You'll also collect, coordinate, evaluate, and provide call data for associates to Team Leads.
On a typical day, you'll:
Listen to and monitor associate calls for customer satisfaction according to client and TTEC specified policies, thresholds, and procedures. Meet weekly and monthly call evaluation metrics
Participate in both internal site and client calibration sessions; prepare and complete reports to meet contractual requirements
Have a thorough understanding of client specific call and product knowledge requirements.
Attend team meetings as necessary to cover various topics related to handing calls.
Why you? What you bring
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 dynamic environment coupled with good time management
Keen attention to detail and desire to follow procedures
Excellent verbal and written communication skills
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
Knowledge of call center business
Call center experience
Reporting experience
As a TTEC Team Member, you'll enjoy:
Fun, talented and witty teammates
Knowledgeable, encouraging, and effective leadership
Diverse and community-minded organization
Award-winning recognition and incentive program
And yes all the competitive base pay and benefits that you'd expect
If you're a military veteran, active duty guard or reserves, or a military spouse:
We value your experience and believe you're prepared and battlefield-ready in the civilian world to take on TTEC's most innovative and challenging projects. Your hands-on experience with globalization means you're prepared to interact with our clients and employees around the world. Overcoming adversity and adapting to change has prepared you to execute in our dynamic environment. We are looking for team members where leadership is baked in from Day One. Where innovation and disruption are part of your DNA. We know that no job is as important as serving one's country, but we hope you'll find delivering amazing customer experiences to be another purpose worth serving!
TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and every individual to bring value to the table in their own unique way.
