Specialist, Quality Assurance

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

Looking for an opportunity to be part of a team? You’ll be responsible for listening to and monitoring associate calls for customer satisfaction according to client and TTEC specified policies, thresholds, and procedures. QA Specialists support the overall quality assurance workflow by conducting customer call evaluations and may provide feedback directly to associates, but generally provide it directly to Team Leads in a meaningful and constructive manner.

During a Typical Day, You’ll

• Achieve 100% of quality call monitoring goals per client contract.
• Responsible for monitoring associates calls and scoring them based on client’s specific requirements.
• Educate associates by sharing quality expectations and criteria of evaluations. QA Specialists provide quality scores and feedback to team leads to discuss areas of improvement with their associates.
• QA Specialists are responsible for flagging associates that may need additional language or training support (time management, achievement motivation, results orientation, efficiency, accountability).
• Learn key business objectives, timeframes, and requirements associated with each quality goal and task (attention to detail and process, follow-through, technical knowledge, ability to learn, analysis).
• Understand and improve the key success metrics associated with the quality department.
• QA Specialists are responsible for completion of 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, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world’s leading iconic and hyper‑growth 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 ensure 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 vantages points and to bring value to the table in your own unique way.

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