Manager, Quality Assurance in Pasay at TTEC

Date Posted: 4/27/2018

Job Snapshot

Job Description

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Quality Assurance Manager
 
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. 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. 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 meetings and calibration calls with client and business partners. Quality Assurance Managers are responsible for team engagement, leadership, performance management, coaching, talent development, and auditing specialists and Team leads. They adhere to TeleTech key performance objectives, indicators, metrics, and ratios ensuring maximum team performance. QAMs create and maintain a positive work environment and ensure shifts appropriately cover operations schedules. 


Key Performance Objectives 
1. Achieve 100% of quality goals per client contract. 
2. Manage day-to-day quality operations and deliverables. 
3. Improve the key success metrics associated with quality assurance department. 
4. Actively manage the staff, support, motivate and retain an outstanding team. 
5. Manage the communication. 
6. Escalate system level issues to the appropriate systems/IT support/vendor team/client. 
7. Ensure compliance with TeleTech’s processes, tools, and system changes. 


Basic Qualifications 
Strong understanding of TeleTech’s business, core values, and goals 
Strong verbal and written communication skills 
Ability to manage multiple, complex, on-going tasks and projects 
Ability to lead and partner successfully with staff and chain of command 
Proficient English, both written and verbal 
Great interpersonal skills Strong attention to detail 
Open, honest, and empathetic manner when dealing with people 
Strong attention to detail and desire to follow procedures 
High customer service orientation 
Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly 
High level of integrity, honesty, and judgment Action Planning 
Strong coaching skills 


Preferred Qualifications 
Knowledge of call center business 
Call center experience 
Reporting 
Six Sigma

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