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 (like tuition reimbursement)