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Manager, Quality Assurance
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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.
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
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
Strong coaching skills
Knowledge of call centerbusiness
Call center experience