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Quality Assurance Manager (2009-10-27)

Call Center Company: TeleTech Customer Care Management Philippines, Inc.

Description:
TeleTech Customer Care Management Philippines, Inc. is looking for individuals who are qualified for the position of Quality Assurance Manager. Successfuly applicants for Quality Assurance Manager will have a great career in TeleTech Customer Care Management Philippines, Inc..

RESPONSIBILITIES:

* Drive coloration and strategy of the customer satisfaction process to the internal quality process.
* Ensures QA Department is implementing TeleTech Quality Assurance Best Practices to drive overall client and customer satisfaction.
* Participates in client meetings to develop and/or revise project requirements.
* Facilitates and maintains Client relations in respect to the Quality Assurance department.
* Ensures that all QA personnel receive the training required to properly perform their duties in support of the internal departments and TeleTech goals.
* Maintains and reviews the Specialist scorecards and production matrix
* Manages QA Evaluation dispute processes.
* Performs administrative duties and manages special projects, as required.

REQUIREMENTS:

* Candidate must possess at least a Bachelor's/College Degree in any field.
* Preferably Managers specializing in Quality Monitoring and Control.
* Five to seven (5-7) years experience in a BPO/customer service environment.
* At least 2 years QA Management experience; quality assurance background in a technical account preferred.
* Applicants should be Filipino citizens or hold relevant residence status
* Must be willing to work on shifting schedule
* Must be willing to be based in Novaliches, Quezon City.