Specialist, Quality Assurance

Job Description – Specialist, Quality Assurance (049CQ)

Specialist, Quality Assurance

Your potential has a place here with TTEC’s award-winning employment experience. As a Quality Assurance Specialist working onsite in Charlotte, NC, you’ll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the USA says it all!

• Evaluate and analyze customer interactions to improve customer experience and satisfaction scores.
• Use active listening to ensure proper information is given to customers while analyzing spreadsheets to pinpoint patterns to guide performance training.
• Ensure employees give proper verbal statements, meet client requirements and policies, and find similarities between associate scripts.
• Report to the Quality Assurance Manager and contribute to the success of the customer experience and overall team.

• Assist the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations such as outgoing correspondence and external survey results.
• Review and evaluate operational procedures, including customer service interactions from all communication channels, service requests, refund processing, transponder fulfillment, outgoing correspondence and future quality review implementations.
• Coordinate the logistics and conduct related audits, including sample selection, documentation, and reporting of results.
• Facilitate periodic calibration sessions with the Customer Service department and other operational areas to ensure consistency in the evaluation process.
• Assist with administrative functions such as developing SOPs, QSDDs, Quality Forms, and coordinating quality recognition programs.
• Assist with the data and analysis of quality reports, developing reports when necessary.
• Perform special projects such as assisting with development, research, and delivery of new training or other duties.
• Maintain flexibility to perform job duties on‑site, off‑site, or remote as business needs dictate.

• High school diploma or equivalent.
• Six months or more of customer service and call center experience.
• Understanding, interpreting, and manipulating data for reporting.

• Supportive 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.
• Paid time off (PTO) and wellness and healthcare benefits.
• Compensation package and performance bonus opportunities, including tuition reimbursement.

The anticipated range is $14 hourly. Actual compensation offers may vary based on geographic location, work experience, education, and skill levels.

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.