Senior Specialist, Quality Assurance

Job Description - Senior Specialist, Quality Assurance (048VN) Senior Specialist, Quality Assurance Your potential has a place here with TTEC’s award-winning employment experience. As a Quality Assurance Senior Specialist working hybrid in Mexico City, you’ll be a part of bringing humanity to business. #experienceTTEC Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in Mexico City says it all What You’ll be Doing Do you love to help boost performance? Do you have a passion for leading, mentoring and coaching? You’ll evaluate and analyze customer interactions, then provide feedback and training to improve the customer experience and satisfaction scores. While evaluating calls with your active listening skill, you’ll pinpoint areas for improvement and ensure proper information is being given to customers. From there, you’ll use your honest and empathetic manner to motivate team leads and associates through helpful training and tips to help them succeed in quality customer experience on every call. You’ll report to Senior Manager of Learning & Development. 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 Pinpoint areas of improvement through monitoring calls for customer satisfaction and client requirements while addressing employee related issues and coordinating training on new or revised information Use your thorough knowledge and understanding of client specific call and product knowledge requirements to prepare reports Bring your time management and organizational skills to manage multiple, complex, on‑going tasks Provide feedback in an open and empathetic conversation with team leads and associates to train and cover topics related to handling calls What You Bring to the Role Associate degree, technical school or equivalent work experience Engage and support in making sure the team has the proper tools to accomplish day-to-day tasks Consistently mentor and inspire others 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/ for more information. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels. 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 and or see things from different venues and view the communities we serve as well as you to bring value to the table in your unique way. TTEC is proud to be an equal opportunity employer. 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 strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to map for our employees to feel valued and comfortable. As global company, us building will empower the organizations with a strong, reminding of collective day by day success. #J-18808-Ljbffr