Manager, Quality Assurance
Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Quality Assurance Manager working onsite in either Araneta Cubao, Quezon City or in Clark Pampanga, Philippines you’ll be a part of bringing humanity to business. #experienceTTEC
What You’ll be Doing
A Quality Assurance Manager (QAM) acts 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. In this role, you will help the organization to identify and prioritize customer and business pain points, issues, bottlenecks and drive change. You will work closely with the Operations team and the client and manage a group of Quality Assurance Specialists to gain insights into improvement opportunities. You are expected to lead the way in designing and developing programs and processes intended to help the organization understand, analyze and create positive customer experience.
You’ll report to the Director, Quality Assurance. We’re looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.
During a Typical Day, You’ll
• Lead and direct the Quality Assurance team on customer experience concepts, compliance, continuous improvement, value proposition, risk mitigation, and related processes. Gather intelligence related to the wants and needs of current customers of the program, supported and targeted customer Key Performance Indicators. You will also design and integrate systems and processes continuously improving to support that objective.
• Provide targeted analytics/diagnosis to improve processes and customer experience and drive operational Key Performance Indicator’s (KPI) using data – this can be either a weekly, monthly, or as need be deliverable for focus KPIs of both the client and TTEC. You are to summarize the information in providing additional insight and level of detail as necessary.
• Participate and facilitate leadership read out and meetings to present the insights with the stakeholders, providing inputs from a customer insight perspective on key issues being tackled by the leadership team, both People and Non-People opportunities.
• Ensure the quality of QA evaluations/audits by leading calibration sessions or conduct ATA (audit the auditor) to guarantee accuracy and consistency of data entry and that it is maintained at a high level.
• Serve as a customer advocate with senior management by ensuring that findings/analytics are understood, tracked, and acted upon both by the operational partners and client stakeholders.
• Provide support and counsel to business functions who are incorporating quality strategies into their day-to-day.
• Manage ad hoc tasks required to fulfill the needs of the Quality Assurance team.
What You Bring to the Role
• Proven experience as a Quality Assurance Manager or relevant role, with thorough knowledge of Quality Assurance methodologies and standards
• Excellent understanding of statistical methods and ability to create analysis based on data and trends
• Great attention to detail with a results driven approach, tied with strong problem-solving skills and thought logic
• Forward thinking attitude to take initiative and challenge the status quo
• Ability to work independently with optimized outcomes
• Ability to effectively lead a team or group
• Outstanding communication skills and great interpersonal skills in dealing with a diverse population
• Multi-tasking capability and proven success in fast paced environment coupled with good time management
• Excellent organizational and leadership abilities
• Certification of Six Sigma as a strong advantage
What You Can Expect
· Supportive of your career and professional development
· An inclusive culture and community minded organization where giving back is encouraged
· A global team of curious lifelong learners guided by our company values
· Ask us about our paid time off (PTO) and wellness and healthcare benefits
· And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement) Visit https://mybenefits.ttec.com/?manual for more information.
About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.
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