Job description
Be the spark that brightens days and ignites your career with TTECâs award-winning employment experience. As a Temporary Quality Assurance Specialist, you will play a critical role in ensuring excellence across our customer interactions and service delivery. This temporary position offers hands-on QA exposure in a dynamic call center environment, with opportunities to contribute to process improvements and customer satisfaction. You will collaborate with cross-functional teams to uphold quality standards, monitor performance, and deliver actionable insights that drive operational excellence.
At TTEC, youâll join a global leader in customer experience solutions that values curiosity, accountability, and continuous learning. In this role, youâll monitor live calls and recorded sessions, evaluate adherence to SOPs, and document any defects or risks with precision. Youâll work with Operations, Training, and IT to track trends, test fixes, and validate improvements before deployment. Your findings will help shorten onboarding times, raise quality scores, and elevate the end-to-end customer journey.
This is a springboard for professionals who want to deepen QA expertise while making a real impact. Youâll gain exposure to QA tools and reporting dashboards, contribute to root-cause analysis, and influence coaching and process change. The temporary nature of the position offers a focused, fast-paced experience that can lead to permanent opportunities within TTECâs expanding footprint in the Philippines.
If you are detail-oriented, data-driven, and passionate about customer success, this is your chance to contribute to a culture that cares about people and performance. Join us in Central Visayas and help us deliver outstanding experiences every day.
Responsibility
- Develop, execute, and maintain QA test plans and checklists for customer service processes.
- Monitor live interactions and recorded sessions to assess adherence to standards and identify improvement opportunities.
- Document defects clearly in the bug/QA tracking system and collaborate with QA, IT, and Operations to drive timely resolutions.
- Perform regression testing after process changes or fixes to ensure sustained quality.
- Analyze quality metrics (CSAT, Quality Scores, first contact resolution) and prepare actionable reports for leadership.
- Collaborate with Training and Operations to implement coaching and process improvements based on QA findings.
- Verify implemented changes and track impact on customer experience and compliance with SOPs.
- Assist in transitioning new QA practices into standard operating procedures and onboarding materials.
Qualification
- Bachelorâs degree in a related field preferred; strong foundational knowledge in QA or customer service is a plus.
- 1-2 years of QA, quality monitoring, or call center experience is preferred.
- Solid understanding of QA methodologies, metrics, and root-cause analysis.
- Excellent written and verbal communication skills; ability to document clearly and collaborate with cross-functional teams.
- Proficiency with MS Excel and experience using QA/testing tools or bug-tracking systems (e.g., Jira, Trello).
- Detail-oriented with strong analytical and problem-solving skills; ability to manage multiple tasks in a fast-paced environment.
- Customer-service mindset with a focus on process improvement and customer satisfaction.
- Ability to work in shifts as required and adapt to a dynamic BPO environment.