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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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