Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Quality Assurance Specialist working onsite in Cape Town, South Africa, you’ll be a part of bringing humanity to business. #experienceTTEC
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.
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. 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)
Visit https://mybenefits.ttec.com/?manual for more information.
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.
