[Hiring] Temporary Seasonal Quality Specialist @TTEC

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Quality Assurance Specialist working remotely in the US, you’ll be a part of bringing humanity to business. You’ll evaluate and analyze customer interactions to improve customer experience and satisfaction scores. Your active listening skills will help ensure proper information is being given to customers while you analyze spreadsheets to pinpoint any patterns to help guide performance training. This includes: • Ensuring employees are giving proper verbal statements • Meeting client requirements and policies • Finding similarities between associate scripts You'll report to the Quality Assurance Manager and contribute to the success of the customer experience as well as the overall success of the team. During a typical day, you’ll: • 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 logistics and conduct related 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 administrative functions, including developing Standard Operating Procedures (SOPs) and Quality Standard Definition Document (QSDD) • Assist with the data and analysis of quality reports in conformance with agreed-upon formats • Perform special projects as required, such as assisting with the development, research, and delivery of new training • Have flexibility to perform job duties on-site, off-site, or remote, as business needs dictate Qualifications • High school diploma or equivalent • 6 months or more of Quality Assurance experience in a call center environment • Understanding, interpreting, and manipulating data for reporting Benefits • An annual incentive program • Health and wellness programs • Paid time off (PTO) • Tuition reimbursement and access to thousands of free online courses Company Description Our business is about making customers happy. Since 1982, we've helped companies build engaged, pleased, and profitable customer experiences powered by our combination of humanity and technology. TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Apply tot his job Apply To this Job