Seasonal Healthcare Quality Specialist

Ttec

Austin, TX

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JOB DETAILS

SALARY

$18–$18.50 Per Hour

JOB TYPE

Full-time

SKILLS

Administrative Skills, Analysis Skills, Artificial Intelligence (AI), Auditing, Calibration, Call Centers, Career Development, Consulting, Customer Experience, Customer Relations, Customer Satisfaction, Customer Support/Service, Data Analysis, Diversity, Documentation, Documentation Standards, Health Plan, Healthcare Quality, High School Diploma, Logistics, Maintenance Services, Operational Audit, Operations Processes, Performance Metrics, Project/Program Coordination, Quality Assurance, Quality Management, Reporting Skills, Scripting (Scripting Languages), Service Delivery, Spreadsheets, Standard Operating Procedures (SOP), Standards Development, Transponder, Tuition Reimbursement, Work From Home

LOCATION

Austin, TX

POSTED

2 days ago

Temporary Quality Assurance SpecialistYour potential has a place here with TTEC’s award-winning employment experience. As a Temporary Seasonal Quality Assurance Specialist working remotely in United States, you’ll be a part of bringing humanity to business. #experienceTTECWhat You’ll be DoingDo you have a passion to help boost performance? Do 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.You'll report to the Quality Assurance Manager. 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 coordinating quality recognition programs. • Assist with the data and analysis of quality reports in conformance with agreed-upon formats, including developing reports when necessary. • Performs special projects as required, such as assisting with the development, research, and delivery of new training or other necessary duties. • Flexibility to perform job duties on-site, off-site, or remote, as business needs dictateWhat You Bring to the Role • High school diploma or equivalent • 6 months or more of customer service and call center experience • Understanding, interpreting, and manipulating data for reportingWhat You Can Expect • Supportive of your career and professional development • An inclusive culture and community minded organization where giving back is encouraged • A global team of curious lifelong learners guided by our company values • Ask us about our paid time off (PTO) and wellness and healthcare benefits • And 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://www.ttecjobs.com/en/us-employee-benefits for more information. The anticipated range is $18.00 to $18.50 hourly. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.About TTECTTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology. Our work connects people and brands every day—and it starts with the talent behind the experience.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.

About the Company

Ttec

We are a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands. We deliver outcome-based customer engagement solutions through TTEC Digital, our digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, our delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Founded in 1982, our employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. Learn more about our company values and how we support gender diversity, including through a leadership program that empowers the women of TTEC.

COMPANY SIZE

10,000 employees or more

INDUSTRY

Other/Not Classified

EMPLOYEE BENEFITS

Paid Sick Days, Parking, Performance Bonus, Prescription Drug Coverage, Professional Development, 401K, Employee Referral Program, Flexible Spending Accounts, Employee Events, Retirement / Pension Plans, Tuition Reimbursement, Work From Home, Game Rooms, Life Insurance, Merchandise Discounts, On Site Cafeteria

WEBSITE

http://www.ttecjobs.com

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