Manager, Quality Assurance

Manager, Quality Assurance
Company:

Teletech


Manager, Quality Assurance

Details of the offer

Manager, 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 ManagerQuality 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 Objectives1. 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 QualificationsStrong 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 skillsPreferred QualificationsKnowledge of call center business
Call center experience
Reporting
Six Sigma
Primary Location: PH-Central Luzon-Pampanga
Job: Quality Assurance / Process Improvement

Requirements

Customer service representative

1.CAN HANDLE ISSUE AND CONCERN OF THE CLIENT.2.CAN ASSIST THE CLIENT TO THERE APPLICATION PROCESS.3.CAN COMMUNICATE NICELY TO THERE CLIENT.1.HAVE COMPLETE...


From Super Cash Lending Corp - Ilocos Norte

Published 24 days ago

Unleash your true potential and be one of our travel associate. apply

Why choose us?* One Day Process Guaranteed* You can earn up to 20K monthly* HMO on first day* Monthly Allowances* Dayshift/Midshift/Graveyard/Shifting Schedules...


From Caldwell Communications - Davao City - Davao Del Sur

Published 24 days ago

Mass hiring customer service representatives

• Measure and match up service levels when needed• Make guidelines to enhance operations and technical enhancements• Using a computerized system, responds to...


From Orbit Teleservices - Cubao - National Capital Region

Published 24 days ago

Call canter agent

As a Medical/Healthcare Customer Service Representative, you will be responsible for successfully managing large amounts of inbound and outbound calls. This...


From Smart Solutions Group Llc - Davao Del Sur

Published 24 days ago