Senior Manager, Quality Assurance

Job Description :

At TTEC, we're all about the Human Experience. Elevated. As a Quality Assurance Senior Manager across PH site location, you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You'll be Doing
Do you have a passion for leading, mentoring and coaching Looking for an opportunity to learn more about the industry, gain direct management experience In this role, you'll support and motivate your team to make sure they're on track to meet goals. Your flexibility will help you work to answer questions, resolve issues, and interpret data. From there, you'll use your honest and empathetic manner to motivate team leads and associates through helpful training and tips to help them succeed in quality customer experience on every call. You're an instrumental part in creating and maintaining a positive work environment for your team and acknowledging a job well done.

You'll report to the Director. 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

• Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects

• Bring your time management and organizational skills to manage multiple, complex, ongoing tasks while monitoring absence and attendance of your team

What You Bring to the Role

• Minimum 1 year call center or equivalent work experience

• Continuously promote a performance-driven culture and always work towards reaching for amazing

• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks

• A solution-oriented mindset to ensure happy customers

• Understand, interpret, and manipulate data for reporting

• Consistently mentor and inspire others

What You Can Expect

• Knowledgeable, encouraging, supporting and present leadership

• Diverse and community minded organization

• Career-growth and lots of learning opportunities for aspiring minds

• And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

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 disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.