PhilippinesManager, Quality Assurance 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 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. 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. Regularly meet with operations partners to ensure coaching action plans are being completed. Work daily to improve processes and performance that enhance bottom line results through 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 specialists and Team leads. They adhere to TeleTech key performance objectives, indicators, metrics, and ratios ensuring maximum team performance. QAMs create and maintain a positive work environment and ensure shifts appropriately cover operations schedules.
Key Performance Objectives
1. Achieve 100% of quality goals per client contract.
2. Manage day-to-day quality operations and deliverables.
3. Improve the key success metrics associated 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 the appropriate systems/IT support/vendor team/client.
7. Ensure compliance with TeleTech’s processes, tools, and system changes.
Basic Qualifications
Strong understanding of TeleTech’s business, core values, and goals
Strong verbal and written communication skills
Ability to manage multiple, complex, on-going tasks and projects
Ability to lead and partner successfully with staff and chain of command
Proficient English, both written and verbal
Great interpersonal skills
Strong attention to detail
Open, honest, and empathetic manner when dealing with people
Strong attention to detail and desire to follow procedures
High customer service orientation
Working knowledge of database 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 center business
Call center experience
Reporting
Six Sigma
Primary Location: Philippines
Job: Quality Assurance / Process Improvement
