Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for excellence? TTEC is looking for a dedicated Temporary Quality Assurance Specialist to join our high-performing team in Central Visayas. At TTEC, we don't just handle customer interactions; we craft world-class experiences. As a QA Specialist, you will be the driving force behind our service standards, ensuring every customer engagement reflects our commitment to quality, empathy, and efficiency.
In this role, you will analyze customer interactions, provide constructive feedback to agents, and identify opportunities for process improvements. You will work in a fast-paced, award-winning environment where your insights directly influence the success of our global client programs. If you are ready to ignite your career with a company that values innovation and personal growth, we want to hear from you.
Tanggung Jawab
- Monitor and evaluate customer interactions (calls, chats, emails) against established quality standards.
- Provide actionable coaching and feedback to team members to improve performance metrics and customer satisfaction.
- Identify and document trends in agent performance and system processes, suggesting data-driven improvements.
- Participate in calibration sessions with operations leadership to ensure consistency in scoring.
- Maintain accurate quality reports and documentation for management review.
- Collaborate with the training department to address identified knowledge gaps through targeted coaching.
- Adhere strictly to client-specific compliance and security protocols during audits.
Kualifikasi
- Previous experience in a Quality Assurance or Quality Analyst role within a BPO/Call Center environment is highly preferred.
- Excellent communication skills in English, both verbal and written.
- Strong analytical mindset with the ability to interpret data and translate it into actionable coaching.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and CRM software.
- Exceptional attention to detail and ability to remain objective during evaluations.
- Ability to work effectively in a temporary, fast-paced contract capacity.
- Strong interpersonal skills with a patient, encouraging approach to performance coaching.