Customer Experience & Quality Director in Pasay at TTEC

Date Posted: 2/16/2018

Job Snapshot

Job Description

Customer Experience & Quality Director
TeleTech is seeking a seasoned Director Customer Experience & Quality to join our Customer Care team.
We help bring technology and human connections together to deliver amazing customer experiences every time. We need you- our next Customer Experience and Quality Director - to help us continually find ways to exceed customers' needs and build the relationships that keep them delighted and loyal!
What you’ll be doing : 
Our Director Customer Experience & Quality is responsible in the overall leadership of Customer Experience framework and customer advocacy priorities. Work strategically to improve processes and performance that enhance bottom line results. Create and maintain a positive work environment!
What you’ll bring to us :

  • Responsible in the overall leadership of Customer Experience framework and customer advocacy priorities
  • Develops and maintains appropriate relationships with all stakeholders to facilitate the successful accomplishment of business objectives
  • Ensuring management information and reporting regarding business improvement results and improvement project status
  • Liaise and work closely with the Operations team
  • Provide leadership on Business Process Improvement and drive forward a culture of continuous improvement and efficiency
  • Work with management and frontline to integrate Continuous Improvement methodology and framework into day to day operating rhythms
  • Drives for outcomes in key improvement areas
  • Serves as a change agent for developing a culture of identifying customer pain points and opportunities to improve customer service be it people, process, product or technology
  • Coaching site CE leadership teams in how to apply & manage with CE tools and methodologies
  • Provides both technical and organizational expertise, training and coaching to leverage organizational capabilities and to drive a voice of customer and voice of agent culture for identifying pain points and barriers to excellent service
  • Lead & develop a team of customer focused individuals (CE Managers, CE Leads, CE Analysts, and QA Specialists)
  • Interface with existing and potential clients on TeleTech strategy for promoting  operational excellence
  • Interact with Operations stakeholders to share diagnostics, future state design, and implementation recommendations
  • Establish CE framework to enhance delivery excellence, customer insight, and business intelligence.
  • Manages the QA process and ensures proper documentation of process (Call Monitoring, Calibration, etc.).
  • Continually identifies QA system and QA process enhancements that result in decreased costs, increased customer satisfaction, and overall process efficiency improvements
  • Responsible for the recruitment, management, and development of Quality Assurance Department and personnel.
  • Directs and manages remote client monitors as needed.
  • Ensures that all QA personnel receive the training required to properly perform their duties in support of the internal departments and TeleTech goals. Direction and management of Agent Training Programs.
  • Trains QA Fundamentals to all required personnel and departments.

What skills you’ll need :

  • At least 5 years experience working in a quality, sales, service, process improvement or customer retention based role in a call centre or retail environment
  • Experience in a high volume and fast-paced environment which is structured and monitored
  • Yellow Belt – Black Belt Six Sigma certification is an advantage with at least 5 years of working experience in Continuous Improvement, Change Management, Process Improvement, Project Management, and Re-engineering experience
  • Experience in analyzing and reporting data
  • Experience in a coaching, managing or mentoring role
  • Master or Degree holder from a reputable institution of higher learning preferred
  • Proficient with various office productivity applications particularly Excel, Visio, Project and PowerPoint

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 Operations Director is a key part of this team, and will impact our global operation as part of a world class team of professionals.

What We Offer :

  • Competitive salary packages, variable incentive bonus plans
  • 100% employer paid HMO coverage for employees
  • Life insurance, wellness programs, onsite clinic
  • Comprehensive health and wellness program, including employee assistance
  • Employee recognition programs, professional development, tuition reimbursement
  • Learning and career growth opportunities via our global footprint
  • Guava pass, shuttles, gym discounts