Senior Manager, Quality Assurance

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Quality Assurance Senior Manager working remotely in the Philippines, you’ll be a part of bringing humanity to business. #experienceTTEC

What You’ll be Doing 

Have a passion to lead and mentor? Looking to be a voice for the customer in all aspects? You’ll support your team to make sure they are on track to meet goals. As leader, you’ll guide the way as you identify customer pain points and bottlenecks and prioritize projects that help drive change. Helping answer questions, resolve issues, and interpret data, you’ll lead your team leads and associate through helpful training and share tips to a successful customer experience on every call. You’re an instrumental part in creating a positive work environment for your team and acknowledging a job well done.

You’ll report to the Director, Quality Assurance. You’ll contribute to the success of the business and your team as you lead the way in developing processes and create a positive customer experience.

During a Typical Day, You’ll

· Gather insights on the wants and needs of target customers to design and integrate processes that support that objective

· Service as a customer advocate

· Coach associates to ensure achievement of goals

· Addressing employee related issues and coordinate training on new or revised information relating to services, products or processes of projects

· Manage multiple, complex on‐going tasks while monitoring absence and attendance of your team

What You Bring to the Role

· 5+ years' experience working with marketing, customer service, and analysis of customer data from a call center environment or equivalent work experience

· Use excel to interpret data for reporting and PowerPoint to share that information with clients and leadership

· Engage and support your team in making sure they have the proper tools and systems to accomplish daily tasks

· A solution-oriented mindset to ensure happy customers and always work towards reaching for amazing

· Mentor and inspire others

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 great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement) Use if US based role: Visit https://www.ttecjobs.com/en/us-employee-benefits for more information. Use if Non US based role: Visit https://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.

#LI-(Remote)