Deskripsi Pekerjaan
Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Temporary Quality Assurance Specialist, you will play a pivotal role in maintaining high standards of service delivery within our dynamic contact center environment. We are looking for detail-oriented individuals who are passionate about excellence and driving performance improvement.
Your primary focus will be to evaluate interactions, provide constructive feedback, and ensure that our agents adhere to company policies and scripts. By identifying training opportunities and recognizing top performance, you will directly contribute to the growth of our team and the satisfaction of our clients.
Tanggung Jawab
- Monitor and evaluate inbound and outbound calls, emails, and chat interactions to ensure quality standards are met.
- Score and document agent performance based on specific criteria and quality guidelines.
- Provide clear, actionable feedback to agents to help them improve their skills and performance.
- Identify trends and root causes of service issues to recommend process improvements.
- Ensure strict adherence to compliance and regulatory requirements during evaluations.
- Collaborate with training and management teams to develop coaching strategies.
- Participate in daily or weekly quality calibration meetings to discuss scoring standards.
Kualifikasi
- High school diploma or Bachelor’s degree in any field.
- Excellent verbal and written communication skills in English.
- Strong attention to detail and the ability to spot errors or compliance issues.
- Basic computer proficiency and ability to navigate CRM software.
- Ability to work in a fast-paced environment and handle multiple tasks.
- Previous experience in customer service or Quality Assurance is a plus.
- Willingness to work on rotational shifts.