Manager, Quality Assurance

TTEC; Pampanga; Hybrid; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

PTO

Wellness benefits

Tuition reimbursement

Healthcare benefits

Job summary

TTEC is hiring a Quality Assurance Manager to lead a remote team in the Philippines. You’ll mentor and coach QA analysts, interpret data, and ensure high-quality customer experiences on every call.

Reporting to the Director, Quality Assurance, you’ll drive training, performance feedback, and career development while fostering an inclusive, high-performance culture. A competitive compensation package and benefits are provided.

Qualifications

• Minimum 1 year call center or equivalent work experience.

Responsibilities

• Lead, mentor and coach QA team to meet goals.
• Motivate team leads and associates through training and feedback.
• Interpret data to monitor quality metrics and drive improvements.
• Create and maintain a positive work environment and recognize good performance.

Skills

Leadership

Mentoring

Coaching

Data interpretation

Communication

Job description

Your potential has a place here with TTEC’s award-winning employment experience. As a Quality Assurance Manager working remotely 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 Director, Quality Assurance. 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

TTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology. Our work connects people and brands every day—and it starts with the talent behind the experience.

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 ...