Manager, Quality Assurance

TTEC; Lipa; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

TTEC in Lipa, Batangas, Philippines is seeking a Quality Assurance Manager to lead a dynamic QA team on produced customer experiences. You will coach, mentor, and motivate associates, guiding them to achieve client goals while ensuring high-quality service across calls.

You will report to the QA Senior Manager and foster a performance-driven culture, focusing on data-driven improvements, training, and career development for team members.

Qualifications

• Minimum 1 year call center or equivalent work experience.
• Proven ability to coach and mentor teams to meet performance goals.
• Strong data interpretation and reporting skills.
• Customer-focused leadership with problem-solving mindset.

Responsibilities

• Coach associates to meet company and client goals and manage training on updates.
• Manage multiple tasks, monitor attendance, and maintain team productivity.

Skills

Leadership

Coaching

Mentoring

Data interpretation

Quality assurance

Call center experience

Job description

Your potential has a place here with TTEC's award-winning employment experience. As a Quality Assurance Manager working in Lipa City, Batangas as needed by the business in the Philippines, you'll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the Philippines says it all!

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? 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 Quality Assurance Senior Manager. 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, on-going 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

• 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/ 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 vantages and for you to bring value to the table in your own unique way.

Primary Location

PH-Calabarzon-Lipa