TTEC

Manager, Quality Assurance

MALTA, NYPosted 22 days ago

Job summary

  • Job post source

    This job is directly from TTEC

  • Job overview

    The Manager, Quality Assurance at TTEC leads and mentors a team to ensure quality customer experiences and supports career development within the company.

  • Responsibilities and impact

    The role involves coaching associates to meet company and client goals, managing multiple tasks, monitoring attendance, resolving issues, and using data to motivate and train the team for quality service.

  • Compensation and benefits

    The salary range is $110,000 - $115,000 annually with performance bonuses, paid time off, wellness and healthcare benefits, tuition reimbursement, and a comprehensive compensation package.

  • Experience and skills

    Requires minimum 1 year of call center or equivalent experience, strong leadership, data interpretation skills, a solution-oriented mindset, and the ability to mentor and inspire others.

  • Career development

    The company supports career and professional development with opportunities for growth and learning in an inclusive culture.

  • Work environment and culture

    TTEC promotes an inclusive, community-minded culture valuing diversity, employee authenticity, and a supportive environment guided by company values.

  • Company information

    TTEC, established in 1982, specializes in customer experience management combining humanity and technology, serving leading global brands.

  • Team overview

    The candidate will report to the Director, Quality Assurance and lead a team focused on quality customer service and performance goals.

  • Job location and travel

    The position is onsite in Malta, NY, USA.

  • Unique job features

    The job offers unique benefits like tuition reimbursement and a supportive culture focused on employee well-being and career growth.

Company overview

TTEC, formerly known as TeleTech Holdings, Inc., is a global customer experience technology and services company. They specialize in designing, implementing, and managing customer experience solutions for businesses across various industries. TTEC generates revenue through a combination of consulting, technology solutions, and customer care outsourcing services. Founded in 1982, the company has a significant history of innovation in customer engagement and digital transformation, making it a leader in the customer experience management sector.

How to land this job

  • Position your resume to highlight leadership and coaching abilities, emphasizing experience in mentoring teams and driving performance in call center or customer service environments.

  • Focus on showcasing your skills in time management, organizational abilities, and data interpretation for reporting, as these are key for managing multiple tasks and monitoring team performance.

  • Apply through multiple platforms such as TTEC's official careers page, LinkedIn, and other job boards to maximize exposure and increase your chances of landing an interview.

  • Connect with current TTEC employees in the Quality Assurance or management divisions on LinkedIn; use ice breakers like commenting on recent TTEC initiatives, asking about team culture, or expressing enthusiasm for TTEC’s commitment to employee development and diversity.

  • Optimize your resume for ATS by including keywords from the job description such as 'quality assurance,' 'team coaching,' 'data interpretation,' 'performance-driven culture,' and 'call center experience' to ensure it passes initial automated screenings.

  • Utilize Jennie Johnson's Power Apply feature to automate application submissions, tailor your resume for each posting, and identify relevant LinkedIn contacts, freeing you to focus on preparing for interviews and networking effectively.

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