Manager, Quality Assurance
Company: TTEC
Location: Fargo
Posted on: May 28, 2023
Job Description:
Bringing smiles is what we do at TTEC--- for you and the
customer. As a Quality Assurance Manager working onsite in Irvine,
California, 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? 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 be responsible for the leadership of all quality
efforts for a specific client and devoted to collaboratively
assessing the program's performance in order to meet key metrics.
This includes providing analytical support of internal quality
monitoring and external survey processes including their results.
-This is executed by reviewing recorded calls, supporting recurring
calibration sessions and data monitoring. You are responsible for
the quality and effectiveness of their coaching as measured by
achievement of the Clients' key metrics. Take an active role in
reviewing and continuously improving all aspects of the quality
team. You will work across many departments to ensure employees are
compliant to their specific job function and the overall needs of
the client-specific program. Conducts quality assurance/control
audits, assists with the development and maintenance of the quality
process including standard operating procedures (SOP). You will
actively identify training and operational needs for all
client-specific employees. This is executed by conducting root
cause analysis and developing quality driven reporting to support
the continuous improvement cycle.You'll report to the Director of
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
- Accountable for Corporate and Program performance goals
including key metrics of the contact center (client ownership)
- Lead team of 4 Quality Specialists to performance
objectives
- Managing and coordinating project deliverables, timelines, and
project assignments to ensure timely completion of assignments
- Communicates quality issues/concerns to management and conducts
root cause analysis with corrective and preventative action
plans
- Coordinates the logistics and conduct related audits, including
sample selection, documentation, and communication of results
- Assist with the administration, collection, and analysis of
customer-based surveys, including training of proper survey
methods, and reporting of their results
- Support leadership with the analytical functions and
coordinating Quality Recognition Programs, councils, and focus
groups
- Ensures quality targets, performance goals/KPIs established by
the client are achieved and monitoring/coaching is completed. This
requirement may include phone calls, emails, chat, back-office
functions, document review, data entry, queues, and other relevant
samplings.
- Manage and maintain quality reports for front office and
back-office audits and provide performance results and trends
daily/weekly/monthly
- Scores (calibrates) and reviews and coaches' performance with
agents and leadership team
- Program administrator for quality management system with
responsibilities for profile management, reports, and recording
compliance
- Host recurring meetings on-site, remote, or combination of both
to discuss strategies to discuss trends, solutions and action to
plans improve performance with leadership team
- Maintains and identifies agent's performance data and trends to
include week-over-week trends, key metrics, select compliance,
etc.
- Analyzes data and identifies performance gaps (in the client's
process/procedure) and provides feedback to the Program Manager and
Sr. Quality Manager
- Maintain SOPs, Quality Plan, work instructions, checklists, and
various other documents under Quality management and document
control
- Alerts Workforce Planning Analyst when an environmental
deficiency exists
- Leads and organizes weekly/monthly calibration sessions
- Regularly audit Quality Specialist and Supervisor evaluations
to ensure consistency in scoring and minimize varianceWhat You
Bring to the Role
- Bachelor's degree (or related years of experience) focused in
Management, Quality, Instructional Design, Education, or other
related field
- 3-5 years leadership experience in a call center environment
with Quality Assurance/Quality Control
- Ability to facilitate/conduct virtual meetings in a one-on-one
and/or group setting.
- Proficient in Microsoft Applications including Word, Excel,
PowerPoint, Outlook, Microsoft Project, PowerBI and
SharePoint.
- Ability to define problems, collects data, establish facts, and
draw valid conclusions.
- Ability to handle multiple projects simultaneously and work
under stringent deadlines.
- Excellent problem-solving/analytical, organizational skills and
an aptitude for detail.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.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 vantage points and for you to bring
value to the table in your own unique way.#LIOnsite
Keywords: TTEC, Fargo , Manager, Quality Assurance, Executive , Fargo, North Dakota
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