manager, Quality AssuranceTeletech Customer Care Management Philippiness Inc

Job Description : Job Title: Manager, Quality Assurance Due to growth across the region TeleTech EMEA are seeking a Quality Assurance Managerto manage the QA teams and delivery across our European Customer Contact centres in the UK and Europe. Glob Job Description : Job Title : Manager, Quality Assurance Due to growth across the region TeleTech EMEA are seeking a Quality Assurance Manager to manage the QA teams and delivery across our European Customer Contact centres in the UK and Europe. Globally TTEC help bring technology and human connections together to deliver amazing customer experiences every time. Ideally you will have worked across multiple client programs and utilized six sigma methodology to deliver above expectations. What you'll be doing: 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. Quality Assurance Managers are responsible for team engagement, leadership, performance management, coaching, talent development, and auditing specialists and Team leads. What you'll bring to us: Ensure 100% delivery of all contractual and quality service goals, service level attaining revenue targets, bonus, and avoiding penalties. 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. Work daily to improve processes and performance that enhance bottom line results through meetings and calibration calls with client and business partners. Regularly meet with operations partners to ensure coaching action plans are being completed. Ensure compliance with TeleTech's processes and tools, system changes What skills you'll need: Strong understanding of TeleTech's business, core values, and goals Ability to lead and partner successfully with teams, management and client Ability to manage multiple, complex, on-going tasks and projects High level of integrity, judgment and follow through Strong coaching, people, and leadership skills Strong attention to detail Strong analytical, verbal and written communications skills Technology acumen and reporting Strong coaching skills Call center experience Six sigma experience
Monster

Metro Manila
Permanent
Full-time