استخدام Contact Center Quality Assurance Manager

شرح موقعیت شغلی

• Manage Quality team, further ensuring best practices are communicated and followed. Responsible for direct client interaction and rapport building
• Work collaboratively with operations leadership and clients to develop a strategy that develops team members in support of the current business strategy and long-term vision of the organization.
• Performs Quality Assurance of transactions (phone, manual and electronic inputs) ensuring regulatory and service requirements individually and from an end-to-end process perspective are maintained - with statistically valid sampling.
• Works with external and internal clients to ensure the successful development, implementation and maintenance of all quality controls and service expectations.
• Provides quality results at an individual, team, and department level.
• Responsible for monthly, quarterly and annual quality reviews. Provides detailed reporting to Operations Leadership along with recommendations for quality improvements.
• Leads and shapes the development of Audit standards including monitoring systems and processes
• Ensures quality levels meet the needs of all internal and external clients with an emphasis on process, quality, and financial control.
• Perform quality assurance functions to accomplish business coordination, monitoring, and reporting of quality assurance studies.
• Monitor and evaluate staff handling customer contacts and provide the report and summary to management.
• Establish incentive and motivation techniques for supervisors to utilize when handling quality assurance.
• Identify consistent recommendations for supervisors to follow when proper quality standards are not met.
• Maintains current and accurate records of all relevant communications, audits, corrective action plans, and effectiveness monitoring.
• Provide recommendations for process and workflow improvements on an ongoing basis.
• Perform functional assessments and time studies.
• Participates in meetings/work groups to ensure communication and knowledge of operational activities and assist with initial training on functions/workflow changes.
• Anticipate and communicate future training needs. Work with managers, training department, and reporting department to plan, develop, implement and evaluate quality assessment needs.

• Experience in call center quality analytics field
• Call center management experience
• Demonstrates excellent project management and consulting skills in the management of large-scale programs and projects
• Strong written and verbal communication skills Strong organizational and leadership skills.
• Ability to work well with others, manage resources wisely, and effectively communicate with individuals
• Strong oral and writing skills
• Strong analytical and software skills including Excel and PowerPoint

مهارت‌های مورد نیاز

• QA
• Powerpoint
• call center
• ارتباط با مشتریان و پشتیبانی
• پشتیبانی

حداقل سابقه کار

• سه تا شش سال

جنسیت

• مهم نیست

وضعیت نظام وظیفه

• معافیت تحصیلی معافیت دائم پایان خدمت

مشاهده آگهی‌های استخدام مشابه