TTEC
Your potential has a place here with TTEC’s award-winning employment experience. As a Quality Assurance Specialist working onsite in Charlotte, NC, you’ll be a part of bringing humanity to business. #experienceTTEC Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in USA says it all!
What You’ll be Doing Do you have a passion to help boost performance? Do you love pinpointing areas for improvement? You’ll evaluate and analyze customer interactions to improve customer experience and satisfaction scores. Your active listening skills will help make sure proper information is being given to customers while you analyze spreadsheets to pinpoint any patterns to help guide performance training. This includes making sure employees are giving proper verbal statements, client requirements and policies are being met, and 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, including outgoing correspondence and external survey results. Review and evaluate operational procedures, including customer service interactions from all communication channels, service requests, refund processing, transponder fulfillment, outgoing correspondence, and future quality review implementations. Coordinate the logistics and conduct related audits, including sample selection, documentation, and reporting of results. Facilitate periodic calibration sessions with the Customer Service department and all other areas of operations to ensure consistency in the evaluation process. Assist with administrative functions such as developing SOPs, QSDD, quality forms, and coordinating quality recognition programs. Assist with data and analysis of quality reports in conformance with agreed‑upon formats, including developing reports when necessary. Perform special projects as required, such as assisting with the development, research, and delivery of new training or other necessary duties. Flexibility to perform job duties on‑site, off‑site, or remote, as business needs dictate.
What You Bring to the Role
High school diploma or equivalent.
6 months or more of customer service and call center experience.
Understanding, interpreting, and manipulating data for reporting.
What You Can Expect
Supportive of your career and professional development.
An inclusive culture and community‑minded organization where giving back is encouraged.
A global team of curious lifelong learners guided by our company values.
Paid time off (PTO) and wellness and healthcare benefits.
A great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement).
Visit https://www.ttecjobs.com/en/us-employee-benefits for more information about our benefits.
Compensation: The anticipated range is $14 hourly. Actual compensation offers to a candidate may vary based on geographic location, work experience, education and/or skill levels.
About TTEC 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. 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 aim 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 perspectives and for you to bring value to the table in your own unique way.
Employment Requirements TTEC requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test, as a condition of employment. TTEC is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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What You’ll be Doing Do you have a passion to help boost performance? Do you love pinpointing areas for improvement? You’ll evaluate and analyze customer interactions to improve customer experience and satisfaction scores. Your active listening skills will help make sure proper information is being given to customers while you analyze spreadsheets to pinpoint any patterns to help guide performance training. This includes making sure employees are giving proper verbal statements, client requirements and policies are being met, and 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, including outgoing correspondence and external survey results. Review and evaluate operational procedures, including customer service interactions from all communication channels, service requests, refund processing, transponder fulfillment, outgoing correspondence, and future quality review implementations. Coordinate the logistics and conduct related audits, including sample selection, documentation, and reporting of results. Facilitate periodic calibration sessions with the Customer Service department and all other areas of operations to ensure consistency in the evaluation process. Assist with administrative functions such as developing SOPs, QSDD, quality forms, and coordinating quality recognition programs. Assist with data and analysis of quality reports in conformance with agreed‑upon formats, including developing reports when necessary. Perform special projects as required, such as assisting with the development, research, and delivery of new training or other necessary duties. Flexibility to perform job duties on‑site, off‑site, or remote, as business needs dictate.
What You Bring to the Role
High school diploma or equivalent.
6 months or more of customer service and call center experience.
Understanding, interpreting, and manipulating data for reporting.
What You Can Expect
Supportive of your career and professional development.
An inclusive culture and community‑minded organization where giving back is encouraged.
A global team of curious lifelong learners guided by our company values.
Paid time off (PTO) and wellness and healthcare benefits.
A great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement).
Visit https://www.ttecjobs.com/en/us-employee-benefits for more information about our benefits.
Compensation: The anticipated range is $14 hourly. Actual compensation offers to a candidate may vary based on geographic location, work experience, education and/or skill levels.
About TTEC 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. 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 aim 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 perspectives and for you to bring value to the table in your own unique way.
Employment Requirements TTEC requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test, as a condition of employment. TTEC is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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