Specialist, Quality Assurance

Be the spark that brightens days and ignite your career with TTECs award-winning employment experience. As a Quality Assurance Specialist working onsite in Cape Town, South Africa, youll be a part of bringing humanity to business. #experienceTTEC

What Youll Be Doing

Do you have a passion to help boost performance?

Do you love pinpointing areas for improvement?

Youll evaluate and analyze customer interactions to improve customer experience and satisfaction

scores. Your active listening skills will help make sure proper information is being given to customers

while you analyze spreadsheets to pinpoint any patterns to help guide performance training. This

includes making sure employees are giving proper verbal statements, client requirements and policies

are being met and finding similarities between associate scripts.

You'll report to the Quality Assurance Manager. Youll contribute to the success of the customer

experience as well as the overall success of the team.

During a Typical Day, Youll

• Assists the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations, like 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. You'll report to the Quality Assurance Manager. Youll contribute to the success of the customer experience as well as the overall success of the team. During a Typical Day, Youll
• Assists the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations, like 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.
• Coordinates the logistics and conducts related audits, including sample selection, documentation, and reporting of results.
• Facilitate periodic calibration sessions with the Customer Service department and all other areas of operations to ensure consistency in the evaluation process.
• Assist the Quality/Training Manager and Assistant Manager with administrative functions, including developing Standard Operating Procedures (SOPs), Quality Standard Definition Document (QSDD), Quality Forms, and coordinating quality recognition programs.
• Assist with the data and analysis of quality reports in conformance with agreed-upon formats, including developing reports when necessary.
• Performs special projects as required, such as assisting with the development, research, and delivery of new training or other necessary duties. Coordinates the logistics and conducts related audits, including sample selection, documentation, and reporting of results.
• Facilitate periodic calibration sessions with the Customer Service department and all other areas of operations to ensure consistency in the evaluation process.
• Assist the Quality/Training Manager and Assistant Manager with administrative functions, including developing Standard Operating Procedures (SOPs), Quality Standard Definition Document (QSDD), Quality Forms, and coordinating quality recognition programs.
• Assist with the data and analysis of quality reports in conformance with agreed-upon formats, including developing reports when necessary.
• Performs special projects as required, such as assisting with the development, research, and delivery of new training or other necessary duties.
• Flexibility to perform job duties on-site, off-site, or remote, as business needs dictate

What You Bring To The Role

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

What You Can Expect

• Supportive of your 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
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit https://mybenefits.ttec.com/?manual for more information.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies

build engaged, pleased, profitable customer experiences powered by our 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. These exceptional customer experiences start

with you.

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. TTEC embraces and is 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, by not only delivering amazing

service and technology, but also humanity. We make it a point to make sure all our employees feel

valued, belonging, and comfortable being their authentic selves at work. As a global company, we know

diversity is our strength because it enables us to view things from different vantage points and for you

to bring value to the table in your own unique way.

Primary Location

ZA-Western Cape-Cape Town