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. #experienceTTECOur employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in Mexico City says it allWhat You’ll be DoingDo 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’llPinpoint areas of improvement through monitoring calls for customer satisfaction and client requirements while addressing employee related issues and coordinating training on new or revised informationUse your thorough knowledge and understanding of client specific call and product knowledge requirements to prepare reportsBring your time management and organizational skills to manage multiple, complex, on‐going tasksProvide feedback in an open and empathetic conversation with team leads and associates to train and cover topics related to handling callsWhat You Bring to the RoleAssociate degree, technical school or equivalent work experienceEngage and support in making sure the team has the proper tools to accomplish day-to-day tasksConsistently mentor and inspire othersCustomer service and call center experienceUnderstanding, interpreting, and manipulating data for reportingWhat You Can ExpectSupportive of your career and professional developmentAn inclusive culture and community minded organization where giving back is encouragedA global team of curious lifelong learners guided by our company valuesAsk us about our paid time off (PTO) and wellness and healthcare benefitsAnd 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 things from different vantage points and for you to bring value to the table in your own unique way. #J-18808-Ljbffr