- Cebu City, Central Visayas, Philippines
- On-site
- 0+ years
Evaluate and analyze customer interactions to improve customer experience and satisfaction scores, audit KPIs, develop SOPs, and support quality initiatives.
Compensation
A great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)
Responsibilities
- Assist the Quality/Training Manager and Assistant Manager in auditing KPIs for TTEC Operations
- Review and evaluate operational procedures, including Customer Service interactions from all communication channels
- Coordinate logistics and conduct related audits, including sample selection, documentation, and reporting of results
- Facilitate periodic calibration sessions with the Customer Service department and other areas of operations
- Assist with administrative functions, including developing SOPs, QSDD, Quality Forms, and coordinating quality recognition programs
Requirements
- High school diploma or equivalent