Bringing smiles is what we do at TTEC for you and the customer. As a Quality Assurance Specialist working onsite in Ahmedabad, India, you ll be part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.
What You ll be Doing
Do you have a passion to help boost performanceDo 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.
Youll report to the Quality Assurance Supervisor. 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 coordinatin

📌 Specialist, Quality Assurance (Ahmedabad)
🏢 TTEC INDIA CUSTOMER SOLUTIONS PRIVATE
📍 Ahmedabad