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Call Center - Quality Assurance Manager
Code: CC-QA-Mgr |
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| Job Description: |
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| The Call Center Quality Assurance Manager will work with call center management to ensure that all telephone agents offer consistently outstanding service in all customer interactions through monitoring and coaching. He/she will also work with non-call areas of the company to ensure compliance of quality control standards and will demonstrate an ongoing commitment to quality principles. This position will report directly to the Call Center Quality Assurance Director. |
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| Job Responsibilities: |
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Create and continually calibrate QA checklists |
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Create constructive coaching and feedback related to quality, procedures and regulatory guidelines |
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Track and present coaching opportunities and feedback to communicate opportunities to provide superior customer service and sales techniques |
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Document and report performance-related issues |
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Create coaching and performance aids for agents |
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Facilitate calibration sessions with clients and business user management |
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Analyze daily, weekly, monthly data to ensure service breakage trends are immediately identified |
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Design detailed quality assessment/standards reports, and distribute to business user management |
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Keep management informed of overall quality assessments and training opportunities |
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| Job Requirements: |
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Bachelor’s degree preferably a business- or communications-related major; extensive, directly-related experience may be considered in lieu of education |
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Minimum of 5 years of management experience with a minimum of 3 years in successfully managing the quality assurance department of a medium to large-scale call center |
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Proven ability of attention to details |
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Proven ability to concentrate and listen actively to live and recorded telephone calls |
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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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