Quality Assurance Specialist

About The CompanySince 1982, TTEC has been dedicated to creating exceptional customer experiences by combining the power of technology with human interaction. As a global leader in customer experience solutions, TTEC partners with some of the world's most iconic and rapidly growing brands to deliver engaging, efficient, and personalized service across multiple communication channels including voice, chat, text, and video. Our commitment to innovation, diversity, and inclusion has earned us the Great Place to Work® certification in the United States, reflecting our dedication to fostering a positive, supportive, and dynamic work environment. At TTEC, we believe that our people are our greatest asset, and we strive to empower them to bring their authentic selves to work while making a meaningful difference in the lives of our customers and communities.About The RoleThe Quality Assurance Specialist at TTEC plays a vital role in enhancing customer satisfaction and operational excellence. Based in Charlotte, NC, this onsite role involves evaluating customer interactions across various communication channels to ensure quality standards are met and exceeded. You will analyze customer service calls, emails, and chat interactions to identify areas for improvement, ensure compliance with client policies, and support training initiatives. Your keen attention to detail and active listening skills will help maintain consistency in customer interactions, improve service delivery, and contribute to the overall success of the customer experience team. Reporting directly to the Quality Assurance Manager, you will collaborate with different departments to facilitate calibration sessions, develop quality documentation, and support continuous improvement projects. Flexibility to work onsite, off-site, or remotely based on business needs is expected in this role.QualificationsHigh school diploma or equivalentMinimum of 6 months experience in customer service or call center environmentStrong understanding of data interpretation and manipulation for reporting purposesExcellent active listening and analytical skillsAbility to evaluate and provide constructive feedback on customer interactionsProficiency in using quality monitoring tools and softwareEffective communication skills, both verbal and writtenDetail-oriented with strong organizational skillsResponsibilitiesAssist the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) related to customer interactions and operational metricsReview and evaluate customer service interactions across multiple channels including calls, emails, and chat, ensuring compliance with policies and quality standardsCoordinate logistics for audits, including sample selection, documentation, and reporting of findingsConduct calibration sessions with customer service teams to ensure consistency in evaluation criteria and standardsDevelop and maintain Standard Operating Procedures (SOPs), Quality Standard Definition Documents (QSDD), and quality assessment formsAssist in analyzing quality reports and preparing detailed reports to identify trends and areas for improvementSupport the development and delivery of training programs based on quality insightsParticipate in special projects related to quality improvement, training development, and process enhancementsPerform duties flexibly onsite, off-site, or remotely as required by business needsBenefitsSupportive environment focused on professional growth and developmentInclusive and community-oriented workplace culturePaid time off (PTO) and wellness programsComprehensive healthcare benefitsPerformance-based bonus opportunitiesTuition reimbursement and other employee perksGlobal team of lifelong learners guided by core values of respect, integrity, and innovationEqual OpportunityTTEC is an equal opportunity employer committed to creating a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We believe that diversity enriches our organization and enhances our ability to serve our clients and communities effectively. We welcome individuals of all backgrounds to join us and bring their unique perspectives to our team.