Manager, Quality Assurance (Xico) (San Miguel Zinacantepec)

Manager, Quality Assurance

As a Quality Assurance Manager working on site in Mexico City, you’ll be part of bringing humanity to business.

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, and gain direct management experience?
• Support and motivate your team to make sure they’re on track to meet goals.
• Flexibility will help you work to answer questions, resolve issues, and interpret data.
• Use an 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.
• Play an instrumental role in creating and maintaining a positive work environment for your team and acknowledging a job well done.
• Report to the Director, Quality Assurance.
• Act as a leader who encourages and motivates your team to resolve issues, accomplish goals, and influence their career mobility.

During a Typical Day, You’ll

• Coach associates to ensure achievement of company and client goals while addressing employee‑related issues and coordinating training on new or revised information related to services, products, or processes of projects.
• Use time‑management and organizational skills to manage multiple, complex, on‑ongoing tasks while monitoring absence and attendance of your team.

What You Bring to the Role

• Minimum 1 year call center or equivalent work experience.
• Continuously promote a performance‑driven culture and always work toward reaching for amazing results.
• Engage and support your team ensuring they have the proper tools and systems to accomplish day‑to‑day tasks.
• Maintain a solution‑oriented mindset to ensure happy customers.
• Understand, interpret, and manipulate data for reporting.
• Consistently mentor and inspire others.

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.
• A great compensation package and performance bonus opportunities, benefits you’d expect and maybe a few that would pleasantly surprise you (like tuition reimbursement).

About the Company

TTEC is 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 general teams.

Primary Location: Mexico City, Mexico (MX-DF-Mexico DF)