Temporary Quality Assurance

Temp - Specialist, Quality Assurance

Description - Internal

Thank you for signing up to join our iAspire talent community!  We know you are taking your career at TeleTech seriously and we want you to know we are too. This particular role is not currently an active open requisition; however, we anticipate growth in this business segment in the near future and want to be sure we reach out to our team members first.

 Why not take that initial step to engage with our talent acquisition team to learn more about this exciting new opportunity and potentially future roles that may be of interest to you? Please apply and let us know you want to be considered.

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 Agents' interactions to improve customer experience and satisfaction scores. 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 Site QA. You'll contribute to the success of the customer experience as well as the overall success of the team.

Eligibility Guidelines (iAspire)

• Confirmed Employee in the Airbnb FSI Process (minimum 6 months or more tenure)

• GCA level no more than 2 levels above current role

• Ready to work from Site

• Average review score of 350 & above - Last 2 quarters

• Performance of associates: no corrective actions, no PIP, meets or exceeds full satisfaction on most recent check-in from all other employees

  During a Typical Day, You'll

• Pinpoint areas of improvement through auditing the cases processed by the Agents

• Use your thorough knowledge and understanding of client-defined workflows and product knowledge requirements to prepare reports

• Bring your time management and organizational skills to manage multiple, complex, ongoing tasks

What You Bring to the Role

• High school diploma or equivalent
• Understanding, interpreting, and manipulating data for reporting

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.