Unlocking Career Growth at TTEC: From QA to Instructional Design
Key Takeaways
- Career growth at TTEC is driven by transferable skills and bold career moves. Katie’s shift from Quality Assurance to Instructional Design shows how embracing change, lifelong learning, and professional development can open new career paths in the customer experience (CX) industry.
- A growth mindset and willingness to adopt new technology, including AI tools, fuels long-term success. TTEC empowers talent with training programs, mentorship, and innovation platforms that enhance skills, customer experience, and career advancement.
- TTEC builds leaders through community, mentorship, and clear career paths. With 90% of leaders starting in customer service roles, employee resource groups like Wisdom Warriors, and global opportunities, professionals can grow, connect, and shape meaningful careers at TTEC.
Katie Simmons didn't plan to switch careers. She was comfortable in Quality Assurance at TTEC. She knew the work. She understood the systems. She felt confident in her role.
Then an opportunity knocked. Instructional Design. A completely different path. A chance to grow.
Katie took the leap. Today, she leads learning programs and co-founded Wisdom Warriors, TTEC's employee resource group. Her career change journey shows what's possible when you embrace professional development.
The Moment Everything Shifted
"Moving from Quality Assurance to Instructional Design was huge," Katie says. "QA was all structure. Checklists. Standards. Everything had to line up perfectly."
"That shift taught me to trust the process. And trust the people around me."
"But instructional design? Totally different. You work with ambiguity. You get creative. You let learners explore and find their own path."
The transition scared her at first. New skills to learn. New knowledge to gain. A completely different work environment.
But Katie discovered something powerful: "That shift taught me to trust the process. And trust the people around me."
What Made the Career Change Work
Katie's success came from recognizing her transferable skills:
- Her analytical thinking from Quality Assurance became strategic learning design
- Her attention to detail supported training programs
- Her process management shaped instructional frameworks
- Her communication skills enhanced customer interactions
- Her adaptability drove innovation
She learned when to change career. She built a career development plan and committed to professional development.
The Secret to Long-Term Career Growth
Katie thrived because she embraced change. She adapted to new technology. She learned AI tools. She grew her knowledge and skills continuously.
"We didn't grow up with [AI]. But we're not afraid of it."
"We talk about AI today," Katie explains. "We didn't grow up with it. But we're not afraid of it. Older professionals are adapting and thriving."
At TTEC, Katie uses Microsoft Copilot. She creates content with AI video generators. She builds engaging learning experiences with conversation platforms.
"Without AI, I'm not sure I know how to do my job anymore," she laughs. "That's not a limitation. That's evolution."
This mindset drives successful BPO careers. It creates better customer experience. It opens doors to advancing your career.
Three Career Lessons Katie Learned
1. Go After What You Want
"Be bold," Katie advises. "Go for what you want, not what you think you need."
"So many of us just try to survive. We don't pursue what excites us. But when you chase what you want, opportunities open up. You become happier."
"Be bold. Go for what you want, not what you think you need."
Fear holds people back. But on the other side? Career growth. New professional development opportunities. Work that energizes you.
2. Treat Every Job Like It Matters
"Think of every job as your forever job," Katie says. "Treat it that way. You're only limited by yourself."
This mindset transforms how you show up. It opens career paths you never imagined.
At TTEC, 90% of leaders started in contact centers as customer service representatives. Where you start doesn't determine where you finish.
3. Let Change Shape You
"Change doesn't just happen to you," Katie reflects. "It shapes you. Every pivot adds new tools to your belt."
Your career paths aren't straight lines. They're collections of experiences. Each one builds your knowledge and skills. Each one prepares you for opportunities you haven't imagined yet.
Building Community at Work
Katie co-founded Wisdom Warriors to connect professionals across generations. The work environment thrives when experience meets fresh perspective.
"I work with talented people much younger than me," Katie shares. "They influence my attitude toward change. They keep me on my toes."
The exchange works both ways. Younger colleagues bring new energy. Experienced professionals share hard-won wisdom. Together, teams become unstoppable.
"I want a stronger sense of community," Katie says. "We need to work together. We need to make improvements for future generations."
At TTEC, employee resource groups create spaces where colleagues connect like friends and family. The Reach For Amazing platform celebrates wins. Professional development happens naturally.
Join TTEC: A Global Leader in Customer & Employee Experience
TTEC, a customer experience innovator, operates across 6 continents in countries such as Greece, Poland, and India, and employs over 55,000 individuals fluent in 50 languages. Our commitment to excellence is evident in our award-winning culture, highlighted by our 2024 accolades like Top 10 Operations Teams, Silver Certification in MLT’s Black Equity Program, and recognition as one of the UK’s Best Workplaces.
With an employee satisfaction rating of 4.1 out of 5 on JobStreet, we pride ourselves on creating supportive and flexible work environments that enhance both employee and customer experiences. Find a variety of client-facing and business support roles within a company that values community connections.
Find Your TTEC SparkWhat TTEC Offers Career Changers
Katie's journey from Quality Assurance at TTEC to Instructional Design isn't unique here. TTEC builds career changers into leaders.
Here's what you get:
✓ Clear Career Paths: 90% of leaders started in call centers. Promotion is normal here.
✓ Training Programs: World-class professional development opportunities. Ongoing support. Real growth.
✓ Mentorship: Employee resource groups. Recognition programs. A work environment that celebrates you.
✓ Innovation: Access to AI platforms. Tools that enhance customer experience. Technology that accelerates career growth.
✓ Global Opportunities: Teams across Asia-Pacific, Latin America, North America, Europe, Middle East, and Africa.
✓ Continuing Education: Training programs. Certifications. Professional development plans for long-term career goals.
At TTEC, you'll be in an environment where everyone feels they belong. We'll make sure you have access to the tools, resources, and opportunities to thrive. Our over 50,000 employees can vouch for this!
TTEC is a certified Great Place To Work® in Africa, Asia, Europe, Latin America, and the United States. This is all because of our shared purpose, our amazing people, the growth we enable, and the fun we build into every day.
How TTEC Supports Your Professional Development
The benefits of professional development extend beyond individual growth. They create better customer interactions. They build stronger work environments. They lead to successful long-term careers.
TTEC Training Programs Include:
Getting Started:
- Comprehensive onboarding
- Role-specific skill development
- Quality Assurance training
Advancing Your Career:
- Leadership training
- Technical certifications
- Continuing education
Career Development Support:
- Personalized career development plans
- Mentorship programs
- Internal mobility opportunities
- Skills assessments
- Regular goal setting
When to Change Career
So when is it time to find a new job or switch careers? The answer is always whenever YOU want.
TTEC's career counselors can also help you identify the right time. They guide you through switching careers. From customer service to Quality Assurance. From frontline to leadership. From one specialty to another.
You decide when to change career. We provide the professional development opportunities to make it happen.
Why Experience Matters
"Ageism misses the point," Katie says. "It's about missed opportunities to use experience."
Experience isn't a limitation. It's your competitive advantage.
You've adapted through years of change. You've earned wisdom through career changes. You've built resilience through workplace challenges.
Whether you're starting your first call center job, switching careers mid-life, or seeking your next challenge as a Quality Assurance Specialist, your growth mindset matters most.
Your Next Move Starts Now
Shifting your career and changing paths can be scary at times. But professional growth never stops. The question isn't whether you'll face change. It's whether you'll let it make you stronger.
TTEC empowers professionals at every stage of career growth. We provide the support you need through skill development and create global exposure.
We build a work environment that values innovation. We celebrate every milestone and treat colleagues like friends and family.
At TTEC, we'll make sure that you'll thrive in what ever career path you choose.
Ready to Explore TTEC Jobs?
Find customer service roles in contact centers with clear career paths. Explore Quality Assurance at TTEC positions. Discover learning and development roles. Check out instructional design, technology, and operations opportunities.
Your next career pivot could change everything. Visit TTECjobs.com to discover opportunities worldwide.
Frequently Asked Questions
How do I make a successful career change?
Focus on your transferable knowledge and skills. Create a career development plan. Embrace continuing education. Find employers like TTEC that support professional development opportunities.
When should I change careers?
Consider switching careers when you've mastered your current role. When you've identified clear career goals in a new direction. When you've found professional development opportunities that excite you. When your long-term career paths require new knowledge and skills.
What are the benefits of professional development at TTEC?
You get comprehensive training programs, mentorship, continuing education support and clear career paths. You can also advancement into leadership and get access to technology that enhances customer experience and your marketability.
What career growth opportunities does TTEC offer?
TTEC offers structured career paths. We also provide a wide range of resource and support. This includes mentorship programs, employee resource groups, professional development opportunities, training programs and continuing education. You'll also access opportunities to advance into leadership, Quality Assurance Specialist roles, instructional design, and global positions.
Join us and thrive
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