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Company

TTEC · 1 day ago

Specialist, Quality Assurance

Malta, NY

Full-time

Remote

Entry Level

1+ years exp

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ConsultingInformation Technology

H1B Sponsor Likely

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Responsibilities

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.

Qualification

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Call Center ExperienceData AnalysisAuditing KPIsDeveloping SOPsQuality AssuranceTraining Development

Required

High school diploma or equivalent

6 months or more of customer service and call center experience

Understanding, interpreting, and manipulating data for reporting

Benefits

Paid time off (PTO)

Wellness and healthcare benefits

Tuition reimbursement

Company

TTEC

Glassdoor

3.4

TTEC is one of the technology and services innovators that provides end-to-end, digital CX solutions.

Founded in 1982

Englewood, Colorado, USA

10001+ employees

http://www.ttec.com/

H1B Sponsorship

TTEC has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (2)

2022 (3)

2021 (2)

2020 (3)