Manager, Quality Assurance

Ttecjobs; Tangob; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Paid time off (PTO)

Wellness benefits

Tuition reimbursement

Performance bonus

Competitive compensation

Job summary

TTEC in Lipa City, Batangas is seeking a Quality Assurance Manager to lead and mentor a team delivering exceptional customer experiences. You will guide associates, coach performance, and translate data insights into actionable improvements on every call.

Reporting to the QA Senior Manager, you’ll promote a positive work environment, drive training, and coordinate effort across projects. The role combines people leadership with hands-on analysis to ensure service quality and client satisfaction

Qualifications

• Minimum 1 year call center or equivalent work experience.
• Strong coaching and mentoring abilities.
• Ability to interpret data for reporting.
• Proven leadership with a people-first approach.
• Customer-focused mindset to improve experiences.

Responsibilities

• Coach associates to meet goals and address issues.
• Coordinate training on new information for services.
• Manage multiple tasks with strong time management.
• Motivate team to resolve issues and improve performance.

Skills

Leadership

Coaching

Mentoring

Data interpretation

Customer 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 ...

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