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.