Human Capital Services Quality Assurance Manager

TTEC

Quezon City, Metro Manila, National Capital, PH

2d ago

Human Capital Shared Services Quality Manager (QM) supervises the operational and fiscal activities of the Quality Assurance department.

HCSS QM ensures direct reports meet targets, goals, and deliverables supporting the training and quality assurance requirements of the Human Capital Shared Services Team.

Utilize systems and procedures to improve the operating quality and efficiency of the training and quality assurance department.

Oversee all aspects of the delivery of quality related services keeping operations informed and engaged regarding procedural / policy gaps / opportunities.

Manage the staff in accordance with company policies, procedures, quality metrics ensuring all direct reports are meeting the required quality monitoring.

Regularly meet with operations partners to ensure coaching action plans are being completed. Work daily to improve processes and performance that enhance bottom line results through training needs analysis, RCA of identified opportunities, meetings and calibration with our operations partners and stakeholders.

HCSS QM is responsible for team engagement, leadership, performance management, coaching, talent development, and auditing trainers, QA specialists and Team Leads.

HCSS QM should adhere to TeleTech’s key performance objectives, indicators, metrics, and ratios ensuring maximum team performance.

HCSS QM creates and maintains a positive work environment and ensures shifts appropriately cover operations schedules.

Basic Qualifications

Strong understanding of TeleTech’s business, core values, and goals

Strong attention to detail and desire to follow procedures

Ability to manage multiple, complex, on-going tasks and projects

Great interpersonal skills Open, honest, and empathetic manner when dealing with people

Ability to lead and partner successfully with staff and chain of command

Strong verbal and written communication skills

High customer service orientation

Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly, advanced operational knowledge important

High level of integrity, honesty, and judgment

Action Planning

Strong coaching skills

Background in training and / or adult learning

Preferred Qualifications

Knowledge of call center business

Call center experience

Reporting

Six Sigma Certification

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