Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for excellence? TTEC is seeking a dedicated Quality Assurance Specialist to join our high-performing team in Lipa City. In this role, you will play a pivotal part in maintaining the gold standard of our customer experience initiatives. You will work closely with the Quality Assurance Team Lead to monitor interactions, identify coaching opportunities, and ensure that every customer engagement aligns with our brand's commitment to service excellence.
At TTEC, we value innovation, empathy, and integrity. As a QA Specialist, your objective analysis will directly impact the success of our programs and help drive continuous improvement across our service delivery. If you are analytical, communicative, and thrive in a fast-paced environment, we want to hear from you!
Tanggung Jawab
- Monitor and evaluate customer service calls, chats, and emails against established quality standards.
- Provide actionable feedback to agents to improve performance and customer satisfaction scores.
- Identify trends and recurring issues in agent performance to recommend targeted coaching or training.
- Maintain accurate and detailed records of quality audits and performance metrics.
- Collaborate with Team Leads to calibrate scoring and ensure consistency across the quality assurance team.
- Participate in regular calibration sessions to align on quality standards and policy updates.
- Contribute to the development of quality improvement strategies to enhance the overall customer experience.
Kualifikasi
- At least 1 year of experience in a Quality Assurance or Analyst role within a BPO/Call Center environment.
- Strong analytical skills with the ability to interpret data and provide constructive feedback.
- Excellent command of the English language, both verbal and written.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
- Demonstrated ability to remain objective and detail-oriented under pressure.
- Strong time management skills with the ability to meet daily audit quotas.
- Ability to work a flexible schedule to meet operational requirements.