[Hiring] Temporary Bilingual Quality Assurance Specialist @TTEC

Role Description Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Temporary Bilingual Quality Assurance Specialist working remotely in the United States, you’ll be a part of bringing humanity to business. 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 ensure proper information is given to customers while analyzing spreadsheets to pinpoint patterns to guide performance training.
• This includes ensuring employees provide proper verbal statements, meet client requirements and policies, and find similarities between associate scripts.
• You'll report to the Quality Assurance Manager and contribute to the success of the customer experience and the overall success of the team.

During a Typical Day, You’ll:

• Assist the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations.
• Review and evaluate operational procedures, including Customer Service interactions from all communication channels.
• Coordinate logistics and conduct related audits, including sample selection, documentation, and reporting of results.
• Facilitate periodic calibration sessions with the Customer Service department and other areas of operations.
• Assist with administrative functions, including developing Standard Operating Procedures (SOPs) and Quality Standard Definition Document (QSDD).
• Assist with data and analysis of quality reports in conformance with agreed-upon formats.
• Perform special projects as required, such as assisting with the development, research, and delivery of new training.
• Flexibility to perform job duties on-site, off-site, or remote, as business needs dictate.

Qualifications

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

Requirements

• 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
• The anticipated range is $20 hourly. Actual compensation offers may vary based on geographic location, work experience, education, and/or skill levels.

Company Description

Our business is about making customers happy. 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.
• 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, delivering amazing service and technology, along with humanity.
• We make it a point to ensure all our employees feel valued, belonging, and comfortable being their authentic selves at work.

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