Specialist, Quality Assurance

TTEC Cape Town, Western Cape, South Africa

Position Overview

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Bringing smiles is what we do at TTEC… for you and the customer. As a Quality Assurance (QA) Specialist working onsite in Cape Town, South Africa , 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

• Achieve 100 % of quality call monitoring goals per client contract.
• Monitor associates’ calls and score them based on client’s specific requirements.
• Educate associates by sharing quality expectations and evaluation criteria; provide scores and constructive feedback to team leads.
• Flag associates who may need additional language or training support (time management, motivation, results orientation, efficiency, accountability).
• Learn key business objectives, timeframes, and requirements associated with each quality goal (attention to detail, process orientation, technical knowledge, learning ability, analysis).
• Understand and improve the key success metrics associated with the quality department.
• Complete a portion of associates’ evaluations (observation, innovation, creativity, collaboration, communication).
• Deliver consistent high‑quality customer service (customer focus, friendly, helpful, accountability, diplomacy, communication).
• Escalate department issues as appropriate.

What You Bring To The Role

What You Can Expect

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About TTEC

Our business is about making customers happy. That’s all we do. Since 1982, we’ve helped companies build engaged, pleased, and 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.

Primary Location : ZA‑Western Cape‑Cape Town

Job Details

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