Quality Assurance Specialist

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, and profitable customer experiences powered by our unique 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.

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. We embrace and are 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, not only by delivering amazing service and technology but also by bringing humanity to business. We make it a point to ensure all our employees feel valued, belonging, and comfortable being their authentic selves at work.

About the Role

As a Quality Assurance Specialist working onsite in Charlotte, NC, you will be a vital part of bringing humanity to business. Your potential has a place here with TTEC's award-winning employment experience. This role exists to boost performance and pinpoint areas for improvement by evaluating and analyzing customer interactions to enhance customer experience and satisfaction scores.

In this position, your active listening skills will ensure proper information is being given to customers while you analyze data to identify patterns that guide performance training. You will ensure employees are delivering proper verbal statements, meeting client requirements and policies, and identifying similarities between associate scripts. You will report to the Quality Assurance Manager and contribute directly to the success of the customer experience and the overall team.

During a typical day, you will assist the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations, including outgoing correspondence and external survey results. You will review and evaluate operational procedures across all communication channels, service requests, refund processing, and Transponder fulfillment. Your day will involve coordinating logistics for audits, conducting sample selection and documentation, and facilitating periodic calibration sessions with the Customer Service department to ensure consistency in the evaluation process. Additionally, you will assist with administrative functions such as developing Standard Operating Procedures (SOPs) and Quality Standard Definition Documents (QSDD), as well as analyzing quality reports and performing special projects like the development of new training materials.

Why Join Us

TTEC offers a supportive environment for your career and professional development. We are an inclusive, community-minded organization where giving back is encouraged. You will join a global team of curious lifelong learners guided by our company values. We offer a great compensation package and performance bonus opportunities, along with benefits you'd expect and a few that might pleasantly surprise you, such as tuition reimbursement. We also offer paid time off (PTO) and wellness and healthcare benefits.

Application Instructions

To apply, please visit our careers page. We are looking for individuals who are flexible to perform job duties on-site, off-site, or remote, as business needs dictate.