Senior Manager, Quality Assurance in Quezon City at TTEC

Date Posted: 2/6/2018

Job Snapshot

Job Description

SENIOR MANAGER, QUALITY ASSURANCE
 
The purpose of this role is to act as the voice of the customer in all aspects and will be the key interface to the broader organization to drive process and customer experience improvements leading to customer advocacy.
 
The Quality Assurance Senior manager will help the organization to identify and prioritize customer pain point, issues and bottlenecks and drive change. To work closely with the Quality Assurance Lead and Continuous Improvement Lead to gain insight into customer experience improvement opportunities.
 
TeleTech strives to serve and know its customers better than anyone else and are investing in their people to be a key part of leading this focus.  A key role in our center is the Quality Assurance Senior Manager who will lead the way in designing and developing programs and processes intended to help the organization understand, analyze and create a positive customer experience. 
 
RESPONSIBILTIES :
  • Gathers intelligence related to the wants and needs of current and targeted customers; designs and integrates systems and processes to support that objective
  • Provides support and counsel to business functions who are incorporating customer experience strategies into our day-to-day customer relationships
  • Serves as customer advocate with senior management; ensures that customer research findings are understood, tracked and acted upon
  • Educates internal staff on customer experience concepts, value proposition, and related processes
  • Knowledge of and ability to implement the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point

 
QUALIFICATIONS :
  • Minimum of 5 years experience in marketing, customer service and analysis of customer data in a call center environment; previous consulting background is suitable
  • Experience in a high volume and fast-paced structured environment
  • 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 Excel and PowerPoint
  • Six sigma certification (yellow belt certified at a minimum, green belt black belt preferred)
  • Good stakeholder management and presenting skills.
  • Minimum at a manager level already.

  #LI-KD1

 
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