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

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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. Assists the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations, like outgoing correspondence and external survey results.

HOUR

Your potential has a place here with TTEC’s award-winning employment experience. As a Quality Assurance Specialist working onsite  in Charlotte, NC, you’ll be a part of bringing humanity to business. #experienceTTEC Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in United States says it all!What 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<ul><li>Assists the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations, like outgoing correspondence and external survey results.</li><li>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.</li><li> Coordinates the logistics and conducts related audits, including sample selection, documentation, and reporting of results.</li><li>Facilitate periodic calibration sessions with the Customer Service department and all other areas of operations to ensure consistency in the evaluation process.</li><li> 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.</li><li>Assist with the data and analysis of quality reports in conformance with agreed-upon formats, including developing reports when necessary.</li><li>Performs special projects as required, such as assisting with the development, research, and delivery of new training or other necessary duties.</li><li>Flexibility to perform job duties on-site, off-site, or remote, as business needs dictate</li></ul>What You Bring to the Role<ul><li>High school diploma or equivalent</li><li>6 months or more of customer service and call center experience</li><li>Understanding, interpreting, and manipulating data for reporting</li></ul>What You Can Expect<ul><li>Supportive of your career and professional development</li><li>An inclusive culture and community minded organization where giving back is encourage</li><li> A global team of curious lifelong learners guided by our company values</li><li>Ask us about our paid time off (PTO) and wellness and healthcare benefits</li><li>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) Use if US based role: Visit <div>https://www.ttecjobs.com/en/us-employee-benefits</div> for more information. Use if Non US based role: Visit <div>https://mybenefits.ttec.com/</div> for more information.</li></ul>The anticipated range is $14 hourly. 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 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. 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.

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.

TTEC

Quality Assurance Specialist

Administrative Skills

Analysis Skills

Auditing

Calibration

Call Centers

Career Development

Customer Experience

Customer Relations

Customer Satisfaction

Customer Support/Service

Data Analysis

Diversity

Documentation

Documentation Standards

Logistics

Maintenance Services

Online Chat

Operational Audit

Operations Processes

Performance Metrics

Project/Program Coordination

Quality Assurance

Quality Management

Reporting Skills

Scripting (Scripting Languages)

Service Delivery

Short Messaging Service (SMS)

Spreadsheets

Standard Operating Procedures (SOP)

Standards Development

Transponder

Video Chat

TTEC Holdings

Master's degree (or foreign degree equivalent) in Computer Engineering, Software Engineering, Electrical Engineering, Business Administration, Information Technology (IT) Management or related field and two years of work experience in the job offered or related role. 2. Oversee a team of in-house and offshore testers to conduct black box testing, as well as spearhead initiatives that influences engineering organizations to build a quality-driven culture.

Summary: Meta Platforms, Inc. (Meta), formerly known as Facebook Inc., builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps and services like Messenger, Instagram, and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. To apply, click “Apply to Job” online on this web page. Required Skills: QA Engineering Lead Responsibilities: 1. Develop test strategies for business critical projects to ensure product correctness before launch. 2. Oversee a team of in-house and offshore testers to conduct black box testing, as well as spearhead initiatives that influences engineering organizations to build a quality-driven culture. 3. Partner with engineering and infrastructure teams to leverage automation for scalable solutions to prevent regressions and ensure reliability of products. 4. Identify gaps and opportunities to improve quality. 5. Define and implement QA processes to optimize and scale testing within the product. 6. Establish and drive the adoption of quality metrics that help measure test effectiveness, efficiency, and overall quality of product. 7. Assess non-functional (e.g. i18n, i10n, a11y) product quality in collaboration with other quality focused teams and provide key insights to product team. 8. Telecommute from anywhere in the U.S. permitted. Minimum Qualifications: Minimum Qualifications: 9. Master's degree (or foreign degree equivalent) in Computer Engineering, Software Engineering, Electrical Engineering, Business Administration, Information Technology (IT) Management or related field and two years of work experience in the job offered or related role 10. Requires two years of experience in the following: 11. 1. Experience with planning, designing, executing tests and knowledge of performance and stress testing 12. 2. Experience implementing and maintaining quality test automation for both mobile and web applications 13. 3. Experience in Python, PHP, Java, C/C++ or equivalent coding language 14. 4. Knowledge of industry standard test automation tools & automation frameworks, AND 15. 5. Understanding of the role that data and metrics play in the quality space Public Compensation: $181,986/year to $215,160/year + bonus + equity + benefits Industry: Internet Equal Opportunity: Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment. Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.

QA Engineering Lead

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