Telemarketing – Quality Assurance Manager
Code: TM-QA-Mgr |
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| Job Description: |
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| The QA Manager will function as a member of the collaborative leadership team for the telemarketing department. QA Manager oversees the QA function, including silent monitoring, transaction based auditing, side by side monitoring, QA technology, calibration, call and transaction flows, and performance reporting. The QA Manager will foster a team environment and a strong service culture that ensures timely and quality driven service to internal and external customers. They maintain superior standards for productivity and service quality and ensure adherence to customer service level agreements. The QA Manager must have the demonstrated ability to effectively interact and negotiate with diverse work units at all organizational levels. The QA Manager will monitor and analyze call and processing volumes as input into daily, weekly and monthly capacity planning. He/she will directly report to the Telemarketing-QA Director.. |
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| Job Responsibilities: |
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Review work process and procedure documentation for completeness and accuracy; ensure changes in work processes and procedures are reflected in the documentation |
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Identify operating issues for review and possible action via the investigation request process; identifies operating errors and/or documentation/process exceptions; works with management for resolution |
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Identify and document process improvement opportunities for investigation/evaluation and possible implementation |
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Provide feedback regarding the results of the audit to management via a formal audit review, including recommendations for resolution of exceptions and suggestions for modification/ enhancement of existing processes/procedures |
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Principal point of contact for yearly audit reviews, actively assisting external auditors in the review of quality management documentation, operating activities, etc., and for the official recertification process |
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Document and communicate training opportunities to Global Training Team from QA results. Identify if individual or departmental opportunities exist as well as impact to ongoing training processes |
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Continually investigate and introduce process improvement measures and present suggestions to the Telemarketing-Operations Director for consideration |
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| Job Requirements: |
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Bachelor’s degree preferably in 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 5 years of management experience with a minimum of 3 years in successfully managing the quality assurance department of a medium to large-scale quality assurance-telemarketing department |
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Expert level knowledge of telemarketing techniques, systems, policies, and procedures |
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Proven ability of attention to details; maintain objective opinion |
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Proven ability to concentrate and listen actively to live and recorded telephone calls |
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Proven ability to develop and produce reports from existing systems, analyze them and make recommendations; must be able to work and produce results under pressure |
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Proven ability to select, train, motivate, and guide subordinates toward future development, including discipline and corrective action necessary to increase productivity; demonstrated exceptional skills in achieving team objectives |
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Demonstrated proficiency in PC applications and all information systems used in the telemarketing company |
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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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