Dutch - Quality Assurance Specialist

Bringing smiles is what we do at TTEC… for you and the customer. As a Quality Assurance Specialist – Bilingual-Dutch working (onsite) in Athens, Greece, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You’ll Do

Do 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

·        Pinpoint areas of improvement through monitoring calls for customer satisfaction and client requirements while addressing employee related issues and coordinating training on new or revised information 
·        Use your thorough knowledge and understanding of client specific call and product knowledge requirements to prepare reports 
·        Bring your time management and organizational skills to manage multiple, complex, on‐going tasks 
·        Provide feedback in an open and empathetic conversation with team leads and associates to train and cover topics related to handling calls 
·        Participate in both internal and client sessions and work across teams in a coaching culture

What You Bring to the Role

·        High school diploma or equivalent
·        Proficient in the Dutch language and the English language
·        6 months or more of customer service and call center experience
·        Understanding, interpreting, and manipulating data for reporting
·        Working knowledge of Microsoft Office including Excel, Outlook and PowerPoint
·        Respect and ensure strict confidentiality of customer data
·        Customer focused mindset 

What 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 competitive compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you 
o   Ask us about our paid time off (PTO) and wellness and healthcare benefits 

Visit www.mybenefits.ttec.com for more information.

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.


Required language: Dutch