Specialist, Quality Assurance

Position Overview

Your potential has a place here with TTEC’s award-winning employment experience. TTEC is seeking a Quality Assurance Specialist to evaluate and analyze customer interactions to improve customer experience and satisfaction. In this role, you will review calls and data to identify areas for improvement, ensure compliance with client requirements and policies, and support performance training initiatives. This position is onsite in Charlotte, NC. Location: Charlotte, NC
Compensation: $14 hourly

Key Responsibilities

• Assist the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for operations including outgoing correspondence and external survey results.
• Review and evaluate operational procedures such as customer service interactions, service requests, refund processing, and Transponder fulfillment.
• Coordinate logistics and conduct audits including sample selection, documentation, and reporting of results.
• Facilitate periodic calibration sessions with the Customer Service department and other areas to ensure consistency in evaluation.
• Assist with administrative functions such as developing Standard Operating Procedures (SOPs), quality forms, and coordinating quality recognition programs.
• Analyze quality reports and develop additional reports as necessary to guide performance improvements.
• Perform special projects, including assisting with the research and delivery of new training initiatives.
• Demonstrate flexibility by performing job duties on-site, off-site, or remotely as business needs dictate.

Required Qualifications

• Education: High school diploma or equivalent
• Experience Required: 6+ months of customer service and call center experience
• Qualifications: Ability to understand, interpret, and manipulate data for reporting
• Requirements: Must successfully pass a background check and, when applicable, a drug test

Preferred Qualifications

• Administrative Skills
• Analysis Skills
• Auditing
• Background Investigation
• Calibration
• Call Centers
• Career Development
• Customer Experience
• Customer Relations
• Customer Satisfaction
• Customer Support/Service
• Data Analysis
• Diversity
• Documentation and Documentation Standards
• Logistics
• Maintenance Services
• Online Chat
• Operational Audit
• Operations Processes
• Performance Metrics
• Project/Program Coordination
• Quality Assurance and Quality Management
• Recruiting/Staffing Agency Practices
• Reporting Skills
• Scripting (Scripting Languages)
• Service Delivery
• Short Messaging Service (SMS)
• Spreadsheets
• Standard Operating Procedures (SOP)
• Standards Development
• Transponder
• Video Chat

Benefits & Perks

• Supportive career and professional development opportunities
• An inclusive culture and community-minded environment
• Access to paid time off (PTO), wellness, and healthcare benefits
• Benefits: On Site Cafeteria, Prescription Drug Coverage, Vacation/paid time off, Life Insurance, Medical, Dental and Vision, Parking, Flexible Spending Accounts, Tuition Reimbursement, Merchandise Discounts, Employee Referral Program, Paid Holidays, Paid Sick Days, Professional Development, Retirement/Pension Plans, Long Term Disability, Maternity/Paternity Paid Leave, Flexible Schedules, 401K, Employee Events, Performance bonus, Game Rooms, Work From Home