Oversee Quality Assurance for one or more client accounts.
Ensure Quality teams are appropriately monitoring and meeting company and client expectations through accurate monitoring, calibration, reporting, and consistent evaluation of quality performance.
Identify gaps and work with Quality teams to better align to client requirements.
**Responsibilities**
- Directly manage Quality Assurance staff and ensure employees follow the company's quality assurance protocol.
- Responsible for training and development of quality department employees to fulfill client expectations while managing cost.
- Partner with Operations and Training teams to provide quality-related information and assist in driving quality improvement initiatives which ensure consistent delivery of services to all clients.
- Responsible for developing consistent practices for auditing and evaluating customer interactions to ensure client and company goals are met in a timely manner.
- Ensure Operations staff is trained on how to monitor and evaluate agent calls through overseeing calibration of quality processes within assigned client groups across multiple locations.
- Develop process improvement plans to improve quality of services according to client expectations.
- Responsible for ensuring quality employees follow company's quality assurance protocol.
- Develop and maintain sufficient knowledge, awareness, and critical understanding of company and client policies and procedures, goals and objectives, plans and strategies.
- Address client concerns and follow up in a timely manner to ensure customer satisfaction.
- Provide constructive feedback to direct reports and other team members concerning possible issues or areas of improvement.
Accountable for all decisions, actions, and directives with respect to job responsibilities.
- Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives.
- Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
- Perform other duties as assigned by management.
**Qualifications**
- (3) three years direct experience in a BPO call center environment and one year experience in a supervisory role in a similar function required.
- Cross functional experience to include operations, quality, coaching, or training preferred.
**Benefits**:
- Flexible schedule
- Health insurance
- Life insurance
Schedule:
- Flexible shift