Quality Assurance Specialist

　　Bringing smiles is what we do at TTEC… for you and the customer. As a Quality Assurance Specialist working on-site in San Pedro Sula, Honduras, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

　　What You’ll be Doing

　　Do you have a passion to help boost performance? Do you love pinpointing areas for improvement?

　　You’ll 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. You’ll contribute to the success of the customer experience as well as the overall success of the team .

　　During a Typical Day, You’ll

　　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.

　　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

　　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.

　　Title: Quality Assurance Specialist

　　Location: HN-Cortés-San Pedro Sula

　　Requisition ID: 03SRU