Manager, Quality Assurance Jobs

Manager, Quality Assurance

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

• 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
• Support leadership with the analytical functions and coordinating Quality Recognition Programs, councils, and focus groups
• Coordinates the logistics and conduct related audits, including sample selection, documentation, and communication of results
• Communicates quality issues/concerns to management and conducts root cause analysis with corrective and preventative action plans
• Program administrator for quality management system with responsibilities for profile management, reports, and recording compliance
• 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.
• Regularly audit Quality Specialist and Supervisor evaluations to ensure consistency in scoring and minimize variance
• Managing and coordinating project deliverables, timelines, and project assignments to ensure timely completion of assignments
• Alerts Workforce Planning Analyst when an environmental deficiency exists
• Leads and organizes weekly/monthly calibration sessions
• Assist with the administration, collection, and analysis of customer-based surveys, including training of proper survey methods, and reporting of their results
• Analyzes data and identifies performance gaps (in the client's process/procedure) and provides feedback to the Program Manager and Sr. Quality Manager
• Lead team of 4+ Quality Specialists to performance objectives
• Scores (calibrates) and reviews and coaches' performance with agents and leadership team
• Maintains and identifies agent's performance data and trends to include week-over-week trends, key metrics, select compliance, etc.
• Maintain SOPs, Quality Plan, work instructions, checklists, and various other documents under Quality management and document control
• Manage and maintain quality reports for front office and back-office audits and provide performance results and trends daily/weekly/monthly
• Accountable for Corporate and Program performance goals including key metrics of the contact center (client ownership)

What You Bring to the Role

• Ability to define problems, collects data, establish facts, and draw valid conclusions.
• Ability to handle multiple projects simultaneously and work under stringent deadlines.
• Proficient in Microsoft Applications including Word, Excel, PowerPoint, Outlook, Microsoft Project, PowerBI and SharePoint.
• 3-5 years leadership experience in a call center environment with Quality Assurance/Quality Control
• Excellent problem-solving/analytical, organizational skills and an aptitude for detail.
• Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting.
• Bachelor's degree (or related years of experience) focused in Management, Quality, Instructional Design, Education, or other related field

What You Can Expect

• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• A global team of curious lifelong learners guided by our company values
• An inclusive culture and community minded organization where giving back is encouraged
• 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)
• Supportive of your career and professional development

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

Primary Location

: US-CA-Irvine

Job

: Quality Assurance / Process Improvement