Regional Leader, Quality Assurance in Makati at TeleTech

Date Posted: 11/13/2017

Job Snapshot

Job Description

TeleTech is seeking a Regional Leader, Quality Assurance to join our Customer Care team.  This position will be located in the Philippines and the successful candidate will be required to travel globally as needed.


What you’ll be doing : 



The Regional Leader of Quality Assurance is responsible for managing, supporting, and developing the quality assurance department to ensure the overall success of the APAC region including each project and its performance within their respective programs. This position responsible for the overseeing the department as well as all internal and external client relationships for the market.


What you’ll bring to us :

  • Develop and drive strategy of the customer satisfaction process to the internal quality process
  • Manages Quality Assurance team including leadership, data analysis, and maintains client relationships to ensure client and Customer Satisfaction
  •  Ensures all projects are on schedule, within budget and comply with clients' guidelines.
  • Facilitates and maintains Client relations in respect to the Quality Assurance department.
  • Manages special projects, as required Responsible for the recruitment, management, and development of Quality Assurance Department and personnel.
  • Manages the QA process and ensures systems, tools, and ownership is in place for proper documentation of process (Call Monitoring, Calibration, and Legend).
  • Continually identifies QA system and QA process enhancements that result in decreased costs, increased customer satisfaction, and overall process efficiency improvements

What skills you’ll need :
  • 14 years of quality assurance experience, preferably in a call center environment
  • Proven leadership experience managing large global teams
  • BA/BS degree in Communications or equivalent work experience required
  • Financial acumen with experience managing own budget. 
  • Possess contract negotiating capabilities to help build potential partnerships; needs to be able to bring staff and key influencers together to work in concert
  • Experience in a customer service environment or related position, preferably in a teleservices or telecommunications company

 
Who We Are :
TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Our Care organization utilizes an integrated platform of people, process, and technology leveraging more than 30 years of best practices to build customer value. Simply put, our Care team has a legacy of success.  The Regional QA Leader is a key part of this team, and will impact our global operation as part of a world class team of professionals.
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Notice to external Recruiters and Recruitment Agencies : TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.