YourpotentialhasaplaceherewithTTEC’saward-winningemploymentexperience.AsaQualityAssuranceSpecialistworkingonsite inCharlotte,NC,you’llbeapartofbringinghumanitytobusiness.#experienceTTEC
Ouremployeeshavespoken.Ourpurpose,team,andcompanycultureareamazingandourGreatPlacetoWork®certificationinUnitedStatessaysitall!
WhatYou’llbeDoing
Doyouhaveapassiontohelpboostperformance?Doyoulovepinpointingareasforimprovement?
You’llevaluateandanalyzecustomerinteractionstoimprovecustomerexperienceandsatisfactionscores.Youractivelisteningskillswillhelpmakesureproperinformationisbeinggiventocustomerswhileyouanalyzespreadsheetstopinpointanypatternstohelpguideperformancetraining.Thisincludesmakingsureemployeesaregivingproperverbalstatements,clientrequirementsandpoliciesarebeingmet,andfindingsimilaritiesbetweenassociatescripts.
You'llreporttotheQualityAssuranceManager.You’llcontributetothesuccessofthecustomerexperienceaswellastheoverallsuccessoftheteam.
DuringaTypicalDay,You’ll
AssiststheQuality/TrainingManagerandAssistantManagerinauditingKeyPerformanceIndicators(KPIs)forTTECOperations,likeoutgoingcorrespondenceandexternalsurveyresults.
Reviewandevaluateoperationalprocedures,includingCustomerServiceinteractionsfromallcommunicationchannels,servicerequests,refundprocessing,Transponderfulfillment,outgoingcorrespondence,andfuturequalityreviewimplementations.
Coordinatesthelogisticsandconductsrelatedaudits,includingsampleselection,documentation,andreportingofresults.
FacilitateperiodiccalibrationsessionswiththeCustomerServicedepartmentandallotherareasofoperationstoensureconsistencyintheevaluationprocess.
AssisttheQuality/TrainingManagerandAssistantManagerwithadministrativefunctions,includingdevelopingStandardOperatingProcedures(SOPs),QualityStandardDefinitionDocument(QSDD),QualityForms,andcoordinatingqualityrecognitionprograms.
Assistwiththedataandanalysisofqualityreportsinconformancewithagreed-uponformats,includingdevelopingreportswhennecessary.
Performsspecialprojectsasrequired,suchasassistingwiththedevelopment,research,anddeliveryofnewtrainingorothernecessaryduties.
Flexibilitytoperformjobdutieson-site,off-site,orremote,asbusinessneedsdictate
WhatYouBringtotheRole
Highschooldiplomaorequivalent
6monthsormoreofcustomerserviceandcallcenterexperience
Understanding,interpreting,andmanipulatingdataforreporting
WhatYouCanExpect
Supportiveofyourcareerandprofessionaldevelopment
Aninclusivecultureandcommunitymindedorganizationwheregivingbackisencourage
Aglobalteamofcuriouslifelonglearnersguidedbyourcompanyvalues
Askusaboutourpaidtimeoff(PTO)andwellnessandhealthcarebenefits
Andyes...agreatcompensationpackageandperformancebonusopportunities,benefitsyou'dexpectandmaybeafewthatwouldpleasantlysurpriseyou(liketuitionreimbursement)UseifUSbasedrole:Visit
Theanticipatedrangeis$14hourly.
AboutTTECOurbusinessisaboutmakingcustomershappy.That'sallwedo.Since1982,we'vehelpedcompaniesbuildengaged,pleased,profitablecustomerexperiencespoweredbyourcombinationofhumanityandtechnology.Onbehalfofmanyoftheworld'sleadingiconicandhypergrowthbrands,wetalk,message,text,andvideochatwithmillionsofcustomerseveryday.Theseexceptionalcustomerexperiencesstartwithyou.
TTECisproudtobeanequalopportunityemployerwhereallqualifiedapplicantswillreceiveconsiderationforemploymentwithoutregardtorace,color,religion,sex,sexualorientation,genderidentity,nationalorigin,disability,orstatusasaprotectedveteran.TTECembracesandiscommittedtobuildingadiverseandinclusiveworkforcethatrespectsandempowerstheculturesandperspectiveswithinourglobalteams.Weaimtoreflectthecommunitiesweserve,bynotonlydeliveringamazingserviceandtechnology,butalsohumanity.Wemakeitapointtomakesureallouremployeesfeelvalued,belonging,andcomfortablebeingtheirauthenticselvesatwork.Asaglobalcompany,weknowdiversityisourstrengthbecauseitenablesustoviewthingsfromdifferentvantagepointsandforyoutobringvaluetothetableinyourownuniqueway.