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Manager, Quality Assurance

at TTEC

Posted: 4/10/2019
Job Reference #: 02DLO
Keywords:

Job Description

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.


Quality Assurance Manager

 

Quality AssuranceManagers (QAM) supervise the operational and fiscal activities of the QualityAssurance department. QAMs ensure direct reports meet targets, goals, anddeliverables supporting operations and account-wide call quality metrics foreach line of business. Utilize systems and procedures to improve the operatingquality and efficiency of the quality department. Oversee all aspects of thedelivery of quality related services keeping operations informed and engagedregarding training gaps and sharing best practices. Manage the staff in accordancewith company policies, procedures, and client quality metrics ensuring alldirect reports are meeting contractual monitors and audits. Regularly meet withoperations partners to ensure coaching action plans are being completed. Workdaily to improve processes and performance that enhance bottom line resultsthrough 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 specialistsand Team leads. They adhere to TeleTech key performance objectives, indicators,metrics, and ratios ensuring maximum team performance. QAMs create and maintaina positive work environment and ensure shifts appropriately cover operationsschedules.

 

Key Performance Objectives

 

1. Achieve 100% of quality goals perclient contract.

2. Manage day-to-day quality operationsand deliverables.

3. Improve the key success metricsassociated 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 theappropriate systems/IT support/vendor team/client.

7. Ensure compliance with TeleTech'sprocesses, tools, and system changes.

 

Basic Qualifications

 

Strong understanding ofTeleTech's business, core values, and goals

Strong verbal andwritten communication skills

Ability to managemultiple, complex, on-going tasks and projects

Ability to lead andpartner successfully with staff and chain of command

Proficient English, bothwritten and verbal

Great interpersonalskills

Strong attention todetail

Open, honest, andempathetic manner when dealing with people

Strong attention todetail and desire to follow procedures

High customer serviceorientation

Working knowledge ofdatabase 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 centerbusiness

Call center experience

Reporting

Six Sigma

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!