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Call Center - Quality Assurance Director
Code: CC-QA-Dir |
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| Job Description: |
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| The Call Center Quality Assurance Director is responsible for the management, development and implementation of the quality assurance, quality monitoring and adjustments programs and provide business solutions that improve the overall quality, effectiveness and efficiency of the call center. This position will report directly to the Call Center Vice President and will serve as a member of the executive team. |
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| Job Responsibilities: |
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Provide strategic planning and goal setting by analyzing data from the quality assurance department to ensure customer satisfaction |
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Analyze the existing call center-wide quality assurance, quality monitoring and adjustments programs to retain the effective support structure or create a new support structure to ensure the delivery of quality services to our clients and customers |
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Identify the highest areas of risk in the service organization and determine a course of action for improvements |
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Analyze data and create reports to ensure service breakage trends are immediately identified |
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Develop a plan to implement best practices business strategies in the areas of quality assurance, quality monitoring and adjustments |
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Direct and develop the department management and other staff to identify areas where process improvement and systems enhancements are necessary to increase productivity and improve the overall customer experience |
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Create and administer divisional capital budget and expenditures. |
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Continually investigate and introduce process improvement measures and present suggestions to the Call Center Vice President for consideration |
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| Job Requirements: |
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Bachelor’s degree preferably a business- or communications-related major; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
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Minimum of 8 years of management experience with a minimum of 5 years in successfully managing the quality assurance department of a large-scale call center |
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Proven ability of attention to details |
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Proven ability to work independently and oversee all aspects of quality assurance |
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Possess strong leadership, project management and problem analysis skills |
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Demonstrated expertise and experience in people management, presentation skills, decision-making skills and commitment to service excellence |
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Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
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