Specialist, Quality Assurance

Bringing smiles is what we do at TTEC... for you and the customer. As a Quality Assurance Specialist working Onsite in Clifton Forge, VA USA, you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture. 

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. 

The primary responsibility of the Quality Assurance Specialist is to provide administrative and analytical support of internal quality monitoring and external survey processes and results.  Coordinates and conducts Quality Assurance monitoring and audits, assists with development and maintenance of the Quality Process and Procedural Manual, and performs special projects as required, such as assisting with the development, research, and or other duties when necessary.  Bilingual is preferred but not required. This position reports directly to the QA/QC Manager.

You'll report to  QA/QC Manager. You'll contribute to the success of the customer experience as well as the overall success of the team. 

During a Typical Day, You'll 

• Pinpoint areas of improvement through monitoring calls for customer satisfaction and client requirements 

• Use your thorough knowledge and understanding of client specific call and product knowledge requirements to prepare reports. 
• Bring your time management and organizational skills to manage multiple, complex, ongoing tasks 
• Assists in the auditing of Key Performance Indicators (KPIs) 
• Coordinates the logistics and conduct related audits, including sample selection, documentation, and communication of results.
• Assist with the calibration of quality monitoring results. 
•  Facilitate periodic calibration sessions with the call center and other areas of operations to ensure consistency in the evaluation process.
•  Assist with the administration, collection, and analysis of customer-based surveys, including training of proper telephone survey methods, and tabulation and reporting of their results.
• Assist in the data and analysis of KPI reports in conformance with agreed-upon formats, including the development of reports when necessary.
• Assist in the administrative functions and coordinating Quality Recognition Programs, councils, and focus groups. 
• Performs special projects as required, such as assisting with the development, research, and delivery of new trainings, or other duties when necessary. 

What You Bring to the Role 

• High school diploma or equivalent 

• 12 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 

• Ask us about our paid time off (PTO) and wellness and healthcare benefits 

• And yes... 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 www.mybenefits.ttec.com for more information. 

About TTEC 
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you. 

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 vantage points 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.