senior manager, Quality AssuranceTTEC

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 organisation to drive process and customer experience improvements leading to customer advocacy.
The Quality Assurance Senior manager will help the organization to identify and prioritise 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 centre is the Quality Assurance Senior Manager who will lead the way in designing and developing programs and processes intended to help the organization understand, analyse 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 is a manager already.
Notice to external Recruiters and Recruitment Agencies: TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.
TTEC

Pasay City, Metro Manila
Permanent
Full-time