Senior Manager, Quality Assurance

Job Description :

Bringing smiles is what we do at TTEC… for you and the customer. As a Quality Assurance Senior Manager working on a Temporary Work At Home arrangement in the Philippines, 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 Have a passion to lead and mentor Looking to be a voice for the customer in all aspects You'll support your team to make sure they are on track to meet goals. As leader, you'll guide the way as you identify customer pain points and bottlenecks and prioritize projects that help drive change. Helping answer questions, resolve issues, and interpret data, you'll lead your team leads and associate through helpful training and share tips to a successful customer experience on every call. You're an instrumental part in creating a positive work environment for your team and acknowledging a job well done.

You'll report to the Director, Quality Assurance. You'll contribute to the success of the business and your team as you lead the way in developing processes and create a positive customer experience.

During a Typical Day, You'll

. Gather insights on the wants and needs of target customers to design and integrate processes that support that objective

. Service as a customer advocate

. Coach associates to ensure achievement of goals

. Addressing employee related issues and coordinate training on new or revised information relating to services, products or processes of projects

. Manage multiple, complex ongoing tasks while monitoring absence and attendance of your team

What You Bring to the Role

. 5+ years experience working with marketing, customer service, and analysis of customer data from a call center environment or equivalent work experience

. Use excel to interpret data for reporting and PowerPoint to share that information with clients and leadership

. Engage and support your team in making sure they have the proper tools and systems to accomplish daily tasks

. A solution-oriented mindset to ensure happy customers and always work towards reaching for amazing

. Mentor and inspire others

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 www.mybenefits.ttec.com 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.