Manager, Quality Assurance
TTEC
Pasay City, Metro Manila, National Capital, PH
2d ago

Manager, Quality Assurance

Job Title : Manager, Quality Assurance

Due to growth across the region TeleTech EMEA are seeking a Quality Assurance Manager to manage the QA teams and delivery across our European Customer Contact centres in the UK and Europe.

Globally TTEC help bring technology and human connections together to deliver amazing customer experiences every time.

Ideally you will have worked across multiple client programs and utilized six sigma methodology to deliver above expectations.

What you’ll be doing :

Quality Assurance Managers (QAM) supervise the operational and fiscal activities of the Quality Assurance department. QAMs ensure direct reports meet targets, goals, and deliverables supporting operations and account-wide call quality metrics for each line of business.

Utilize systems and procedures to improve the operating quality and efficiency of the quality department. Quality Assurance Managers are responsible for team engagement, leadership, performance management, coaching, talent development, and auditing specialists and Team leads.

What you’ll bring to us :

  • Ensure 100% delivery of all contractual and quality service goals, service level attaining revenue targets, bonus, and avoiding penalties.
  • Oversee all aspects of the delivery of quality related services keeping operations informed and engaged regarding training gaps and sharing best practices.
  • Manage the staff in accordance with company policies, procedures, and client quality metrics ensuring all direct reports are meeting contractual monitors and audits.
  • Work daily to improve processes and performance that enhance bottom line results through meetings and calibration calls with client and business partners.
  • Regularly meet with operations partners to ensure coaching action plans are being completed.
  • Ensure compliance with TeleTech’s processes and tools, system changes
  • What skills you’ll need :

  • Strong understanding of TeleTech’s business, core values, and goals
  • Ability to lead and partner successfully with teams, management and client
  • Ability to manage multiple, complex, on going tasks and projects
  • High level of integrity, judgment and follow through
  • Strong coaching, people, and leadership skills
  • Strong attention to detail
  • Strong analytical, verbal and written communications skills
  • Technology acumen and reporting
  • Strong coaching skills
  • Call center experience
  • Six sigma experience
  • Who We Are :

    TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.

    We utilize a holistic approach, applying solutions from our four customer experience segments Consulting, Technology, Care and Growth to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business.

    Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

    Our Care organization utilizes an integrated platform of people, process, and technology leveraging more than 30 years of best practices to build customer value.

    Simply put, our Care team has a legacy of success. The Manager, QA is a key part of this team, and will impact our global operation as part of a world class team of professionals.

    Lead Everyday - Do the Right Thing - Reach for Amazing - Seek First to Understand - Act as One - Live life Passionately

    TTEC is proud to be an equal opportunity employer. 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 strive 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 and comfortable being their authentic selves at work.

    As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.

    But don’t take our word for it check out some our women in leadership and diversity awards on TTECjobs.

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