Quality Assurance Specialist

Overview

Quality Assurance Specialist role s position is hybrid as needed by the business in Concord, NC.

You’ll evaluate and analyze customer interactions to improve customer experience and satisfaction scores. Use active listening to ensure proper information is provided to customers while analyzing data to identify patterns to guide performance training. Ensure employees deliver proper verbal statements, follow client requirements and policies, and identify similarities between associate scripts. You’ll report to the Quality Assurance Manager and contribute to the success of the customer experience and the team.

• Assist the Quality/Training Manager and Assistant Manager in auditing KPIs for TTEC Operations (e.g., outgoing correspondence and external survey results).
• Review and evaluate operational procedures, including Customer Service interactions across channels, service requests, refund processing, Transponder fulfillment, outgoing correspondence, and future quality review implementations.
• 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 operations areas to ensure consistency in evaluation.
• Assist with administrative functions: developing SOPs, Quality Standard Definition Document (QSDD), Quality Forms, and coordinating quality recognition programs.
• Assist with data and analysis of quality reports and develop reports as needed.
• Perform special projects such as development, research, and delivery of new training or related duties.
• Flexibility to perform duties on-site, off-site, or remote as business needs dictate.

• High school diploma or equivalent
• 6 months or more of customer service and call center experience
• Ability to understand, interpret, and manipulate data for reporting

• Support for your career and professional development
• Inclusive culture and community-minded organization
• Global team of curious lifelong learners guided by company values
• Paid time off (PTO) and wellness and healthcare benefits
• Competitive compensation package with performance bonuses; benefits including possibly tuition reimbursement

The anticipated range is $14 hourly.

Our business is about making customers happy. Since 1982, we’ve helped companies build engaged, pleased, profitable customer experiences powered by humanity and technology. We interact with millions of customers daily across voice, text, and video.

TTEC is an equal opportunity employer. We welcome all qualified applicants and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We value diversity and strive to create an inclusive workforce where everyone can be their authentic selves.

• Primary
  
  Location:
  
  US-NC-Concord
• Seniority level:
  Not Applicable
• Employment type:
  
  Full-time
• Job function:
  Quality Assurance
• Industries: IT Services and IT Consulting, Outsourcing and Offshoring, and Telecommunications

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